Glitch took my money and didnt activate my phone!!!

[Justin1234]

I put a 25$ top up voucher on my phone then proceeded to use the my account online to change my plan from a 50$ to a 25$ plan. got to my cart clicked to have the payment go through it took the money then refreshed. I then checked my phone it didnt work. Then I proceeded to check payment history it says I bought a 15$ data add on and a 10$ plan. No im out the money no phone which I need for work. Really starting not to like this company now. Ivebeen with Public for 3 years now maybe longer. Really need this fixed what can I do

[Hmcgann]

I can't even log into my account 

[Hmcgann]

It shows the money is in my account but hasn't been used to activate my account it's sitting in available funds...but I also can't do anything with my account this is all very different as I've done this the same every month

[softech]

@Hmcgann   Login to My Account using Incognito mode and check to see if the money you loaded is still sitting as Available Fund.  If so, the money were not used to renew the service

Also, go to Payment History page and check the transaction there.  You should see it showing the money was loaded. But is there another line or two showing how the money was used?

[Hmcgann]

Ya public mobile is horrible to have problems fixed

[Hmcgann]

No it was the 8th and I renewed it that day..this had never happened...it always puts the money on my account asap

[softech]

@Hmcgann   is today Jan 10 the plan renewal date?

or since when your plan was suspended?

do you really have no PM service at this moment?  If the plan renewal date is today, it could be that PM is still renewing your account and hence your account status shows suspended, but the service can still be working.  PM's renewal process could take as many as couple hours to complete.  It can take till 6am or 8am EST, on some weird day, it could take till noon

[Hmcgann]

I just had the same problem I pd my top up amount but my phone is still suspended 

[DDM69]

Luckily there’s some good help here in the community 😊

[Justin1234]

Just decided to work now i guess..... technology I tell you... thanks for everything btw

[JK8]

@Justin1234 

When calling or texting out put a 1 in front.

Try this. Log into self service and put your phone in lost/stolen mode. Log out for a few minutes. Log back  in and take off lost/stolen mode. Log out. Reboot phone.

[computergeek541]

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@Justin1234 wrote:

I put a 25$ top up voucher on my phone then proceeded to use the my account online to change my plan from a 50$ to a 25$ plan. got to my cart clicked to have the payment go through it took the money then refreshed. I then checked my phone it didnt work. Then I proceeded to check payment history it says I bought a 15$ data add on and a 10$ plan. No im out the money no phone which I need for work. Really starting not to like this company now. Ivebeen with Public for 3 years now maybe longer. Really need this fixed what can I do

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For the payment history, there is no issue other than the confusing way that Public Mobile shows this infromation.  The two amounts add up to $25. That's how it will be shown for each renewal.

[Justin1234]

none of that worked now it just made one call then it went back to saying ive used all my minutes]

[JK8]

@Justin1234 

Reboot phone, reset network settings or reinstall SIM card.

[Justin1234]

now its saying its active on 25$ plan but my phone isnt working at all.

[JK8]

@Justin1234 

Contact an agent:

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[Justin1234]

when i made the purchase that was suppose to be for 25$ plan i selected to renew now my account was set to renew today

[JK8]

@Justin1234 

Clear your browser cache and use incognito for self service. If you go to Plan & Add-Ons what plan are you on and is there plan set for change on your next renewal date?

[Justin1234]

it says im active on my 50$ plan still which is impossible

phone doent even call out

[JK8]

@Justin1234 

What does the status say in self service? Active?

Did you reboot your phone?