Got charged for 30-day plan but it reactivated previous 10-day plan

[Falgadaba]

Hi!

My account was suspended on 31st of August because I could not pay for renewal at that time. On September 1st, I tried to switch to a 30-day plan with unlimited province calling, global text and 1gb data which came up to 42$ plus taxes. My credit card was indeed charged $48,29 which matches the price of the 30-day plan I chose with taxes.

I didn't realize after renewing my plan at that time but, instead of the plan I chose and got charged for, it reactived the previous 10-day plan which I was on before my account got suspended and right now my balance sits at 21$

Last time I tried to change my plan after my account was suspended, I also had problems.

In summary: I got charged for the $42 30-day plan I chose but instead it renewed the previous 10-day plan I was on. I would really appreciate if you guys of gals at Public Mobile could correct this because as of right now, on 10-day plans, I won't make it to the end of September.

[NerinaBuffon]

I need my plan reactivated....phone doesn't work hoevr$33 pan has been paid.

[pckku]

@Shazia_K, Thank you for your prompt assistance and the Community that came to our help.  Everything is working fine now. Cheers

[Shazia_K]

@pckku, 

I'm so sorry about that!

Can you reboot now? everything should be in order. 

Thanks,

Shazia

[pckku]

Hi @Shazia_K,  You have incorrectly activated my plan to 90 days 3 GB instead of 90 days Provice Wide calls.  My phone is not working now.  Please fix it.  Thanks

[Falgadaba]

It works! Cellular data does indeed work on my phone and it shows the correct plan in Self-Serve. 

That took less than 10 minutes for you to fix... thank you so much!!!

[Shazia_K]

@pckku,

I'm sorry to see you were also affected. 

Can you reboot ? I have made the changes for you too.

Thank you @Rockdaddy22 haha 

Shazia

[Rockdaddy22]

Beat me to it again lol Thanks 🙂

[Falgadaba]

I saw here that they're having problems with self-serve. I hope it gets fixed soon! In the meantime, I guess we have to wait for the staff to resolve all the issues by hand, one user at a time.

[Rockdaddy22]

@Shazia_K can please look into both these cases.

Hold tight guys, this should be an easy fix for Shazia, she'll contact you in this thread.

[Shazia_K · Accepted solution]

Hey @Falgadaba, 

Sorry to see that the old plan renewed instead. 

I have made the changes for you, can your reboot your phone please? 

Thanks,

Shazia

[pckku]

You are not alone! I subscribed to a 90 days plans and chose the option to be effective at renewal date. I was charged for the full cost of 90 days plan but my account showed I have renewed for another 10 days plan. Have sent this to PM for assistance but no response yet.