My CC auto payment was not processed.

[Elle181]

Hi, I have used automatic CC payments for years and today it didn't work for some reason, even though I have verified that there is no problem on the bank or CC end. I can't make the payment online, it says there is a problem and I can't send a ticket! Not sure what is going on or what to do. In the meantime my phone service is not working! Cannot receive or send calls. 

[hairbag1]

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@Elle181 wrote:

tried all of it... chatbox refers me to customer service and I composed a message, but it doesn't seem to be sending. Confirmed twice with the bank and cc company and there is no problem on that end! Have to stop this for now, it has been hours and I have a massive headache! Thank you for your help!

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alternative payment option...use on-line payment service offered by ....https://www.muskbird.com/mobile+recharge/public-mobile/

Then, next week, message customer support and request credit to your account for the user fee from muskbird to pay your account.

[Elle181]

tried all of it... chatbox refers me to customer service and I composed a message, but it doesn't seem to be sending. Confirmed twice with the bank and cc company and there is no problem on that end! Have to stop this for now, it has been hours and I have a massive headache! Thank you for your help!

[Dunkman]

@Elle181 

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@Elle181 wrote:

I have tried that twice and it won't let me send the ticket!  Really not sure what the heck is going on. 

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Weird. The link works fine with my account.  You could go to your private message inbox and send a private message manually.  Use CS_Agent in the Send to section. 

Or you could try the chatbot to submit ticket:

 https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[Elle181]

Thank you so much for your help. I have tried multiple times to get in touch with Customer Support and nothing goes through... getting messages that the ticket will not be sent and now a response to an older message will not be sent. I called *611 as well and tried to pay and it did not work! 

[hairbag1]

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@Elle181 wrote:

Tried, entered the pin and it still doesn't work even though I have confirmed a few times that there is no problem on the bank side!

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several customers have reported similar issue making payment today. Best is to deal with Customer Support to get you going. 

[Elle181]

I have tried that twice and it won't let me send the ticket!  Really not sure what the heck is going on. 

[Elle181]

Tried, entered the pin and it still doesn't work even though I have confirmed a few times that there is no problem on the bank side!

[Dunkman]

@Elle181 

If you can't submit ticket, you can private message CS_Agent.  the first post did provide that link. 

Send a private message to CSA through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[hairbag1]

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@Elle181 wrote:

I have been trying to be in touch with an agent... will not go through... the "tickets" are not sending for some reason and even when I log in and out of the account online or in the app... it will not process the payment! 

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Try using this link to direct message Customer Support...

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Elle181]

I have been trying to be in touch with an agent... will not go through... the "tickets" are not sending for some reason and even when I log in and out of the account online or in the app... it will not process the payment! 

[Elle181]

Tried, but for some reason it is not going through! 

[hairbag1]

@Elle181 

try dialing 611 with your cell and follow direction to pay with your on-file payment card. You will need to know your Public Mobile pin number. 

[Dunkman]

@Elle181 

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@Elle181 wrote:

Hi, I have tried all of that, and nothing seems to be working. Will try again! Thanks! And it didn't work on the app or the web.

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You could also try on a different device. 

If that fails, you can also try dialing 611 on your phone.  You can manually load up funds via the 611 menu (if you know the PIN number). 

Otherwise, if you need to service right away, as mentioned already, purchasing a payment voucher is an option. You then may need to contact customer service agent, but expect several hour wait times. 

[Elle181]

Hi, I have tried all of that, and nothing seems to be working. Will try again! Thanks! And it didn't work on the app or the web.

[Dunkman]

@Elle181 

Sometime autopay fails unfortunately

The website has caching issues.  Might want to try to logout of account.  Then clear cache, incognito mode or a different web browser. Or try the PM app itself. 

One customer work around was to re-enter the same credit card information again and payment seemed to go through afterwards (even though it was the same identical information). 

[Chalupa_Batman]

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@Elle181 wrote:

Hi, I have used automatic CC payments for years and today it didn't work for some reason, even though I have verified that there is no problem on the bank or CC end. I can't make the payment online, it says there is a problem and I can't send a ticket! Not sure what is going on or what to do. In the meantime my phone service is not working! Cannot receive or send calls. 

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If you need to get up right away, you can stop by a gas station or shoppers drug mart and pick up a voucher and dial 611 to upload it and you'll be back up and running right away. Then, you can reach out to a cs agent for help.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.