I paid for a new subscription

[Ddaley]

But it's not working. I refuse to pay again. The system gives me an XXX error when I try to submit a ticket. Can I have a working phone or my money back asap? I'm applying for work and cannot be without a phone at such a crucial time in life.

[Ddaley]

I only have one account but it's still not resolved. I'm having them escalate the issue.

[esjliv]

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@Ddaley wrote:

Yes. But there is no money there. The CS agent said it's not there. I've sent them a bank statement to show them I've been charged. Thanks for you help.

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@Ddaley - Do you pay for any other Public Mobile accounts with this card?

OR, did you have issues when you activated this account? Meaning, you tried then backed out or had to restart the process again? If so, maybe a 2nd account was created or something like that. WEll, this shouldn't happen, but I dunno, seems it sometimes does happen. If only one account on this card, the stand your ground with the CSA until they can dig into what is happenning.

[Handy1]

@Ddaley  ok good . You have agent . They will get it straightened out for you 

[Ddaley]

Yes. But there is no money there. The CS agent said it's not there. I've sent them a bank statement to show them I've been charged. Thanks for you help.

[Handy1]

@Ddaley  It’s possible you have the amount it says is owing sitting in available funds . If that’s the case use that . It’s money you already spent . Just didn’t renew properly . And sitting there idle 

[Ddaley]

It says my account is suspended and to pay more money. Which I will not do.

[hairbag1]

@Ddaley 

when you dial 611, does it give to info on when next payment is due ? It should also tell you how much $$ is Available Funds. You should be given direction to Reactivate.

[Ddaley]

Incognito shows the same as my regular browser and app. It says on hold and the payment does not show up in payment history. Just on my cc

[softech]

@Ddaley to avoid just browser cache problem, can you login My Account once more using Incgonito mode and confirm the account status

if it shows On Hold, check the Payment history Page and see if it shows you payment esrlier

[Handy1]

@Ddaley  So you able to log into your my account . Is the money sitting in available funds . If so make manually payment and resume service 

[Ddaley]

It says my account is suspended but the charge is on my card. I've reached out directly. Hopefully, they get back soon.

[Handy1]

@Ddaley  And you tried resetting net work settings and still no working . ? Please 

Message support directly
       

• while your already here and logged in the community you can send a private message   To CS_Agents click >>>here.<<<

[Ddaley]

Thanks. I did restart my phone but it still doesn't work.

[hairbag1]

@Ddaley 

log in on a laptop and see if your new plan is Active. Alternative is to dial 611 with your cell to hear detail of current plan.

Maybe reboot the phone too.

[Handy1 · Accepted solution]

@Ddaley  Try rebooting the phone or network settings . See if that helps . But here’s how to get support 

Message support directly
       

• while your already here and logged in the community you can send a private message   To CS_Agents click >>>here.<<<