My Plan expired

[Bakibo]

My plan expired 27.apr   but money was somehow withdrawn from my cc   on the 27. May.    I didnt do it.   I also believe that I pay for the service first and then use it,  not the other way.

[darlicious]

@Bakibo 

Your wife referred you? Or vice versa? Any particular reason you are not registered for autopay when you are not out of country? Its not a pre-authorized payment and you could continue to pay ahead of time as its the fool proof way of avoiding an autopay failure.

[softech]

@Bakibo   You are a good man, you take care of your wife's bills  🙂

[Bakibo]

auto pay was most likely applied for my wifes service   but on my credit card.   I will check that but I believe thats the case.

[Bakibo]

I believe its only 1 referral

[dust2dust]

Problem solved. esjliv for the win.

[darlicious]

@Bakibo 

Did you ever have autopay? Your account does not show you are registered for it. However the plan charge on your credit card indicates you are being charged $33+13% tax ($4.29)=$37.29. That would be $40 - $7=$33 (If you just started earning $3 in loyalty rewards+2×$1 in friend rewards=$5 +$2 for autopay=$7 in rewards.)

Check your plan details as without autopay you should have 4.5gb of data not 5gb.

Check you rewards account for your rewards and your individual rewards earned since joining pm.

And as mentioned before your transaction history for a line upon renewal showing the $2 autopay reward having been applied.

It appears you have a very unique glitch.

[Bakibo]

Ahhhhh,    my wife has service with PM.   but I thought that her cc was used at the time of registration. I will check that but   that could be solution for a problem.    

[dust2dust]

So that's $33 in ON to supposedly pay for a $40 plan. Do the transaction dates match up with your 27th of the month days? I'm still going with compromised card.

[darlicious]

@Bakibo 

Do you have 2 friend referrals?

[Bakibo]

37.29  for april and may statments

[esjliv · Accepted solution]

@Bakibo - is your credit card used for any other Public Mobile account?

The charges you are seeing do not seem to be going to the account/plan you have shared here on the forum.

If you have never had another account connected to this credit card, check what the 4 digits are showing under your Change SIM Card area under the My Profile area in your self serve account and see if they match the actual last 4 digits of your Public Mobile SIM card....that is, if you have the SIM card with you.

If the 4-digits DO NOT match, then it appears someone has been fraudulent (SIM-jacked) on your account. 

Change passwords and security questions to your SELF SERVE account right away, and check your financials. 

1. Log into your Self-Serve account
2. Go to Plan and Add-Ons > Lost/Stolen Phone
3. Select Suspend Service
4. And let CSA know

[dust2dust]

What amounts are showing on your credit card? I wonder if your credit card has been compromised. You show a balance of $11 with a $40 plan.

[darlicious]

@softech 

Autopay triggered but the amount charged was never applied to the account balance thus plan did not renew. The OP was not given service as a result. Strange indeed.

[softech]

@Bakibo   from your screenshot  , it does look like Autopay wasn't enabled

and please go to your image library here:

https://productioncommunity.publicmobile.ca/t5/media/gallerypage/user-id/87244/tab/all

click X on the top right of the image and delete it from there, it has more personal info then you want to post here.

[darlicious]

@Bakibo 

From what I can tell from your screenshot it doesnt look like you are....and your plan has not renewed since April 27th so your card should not have been charged period. Can you look at your transaction history and tell us if you have recieved any $2 autopay rewards in the past and if the credit card charges from April and May appear? (I suspect not.)

Edit:

Contact customer support for a credit but before doing so suspend your service via lost/stolen otherwise the credit to your account will automatically reactivate your plan.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[darlicious]

@Bakibo 

So on your overview page at the bottom left corner as previously shown it does not show you are "currently registered for dynamic autopay"?

[Bakibo]

Ok   I will do that

[softech]

---

@Bakibo wrote:

I do not see auto pay on.   I never initialized.  I was always paying monthly knowing that I will have a break in service.

---

@Bakibo   if you confirmed that you don't see something like my Screenshot on your Overview page in My Account, open ticket with PM  support and have them to investigate why Autopay was triggered:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[Bakibo]

I do not see auto pay on.   I never initialized.  I was always paying monthly knowing that I will have a break in service.

[hairbag1]

---

@Bakibo wrote:

Just checked cc statement.   Money were taken in april as well.    Dont know why

---

With all due respect...the only way PM could debit your credit card...is if you provided PM with your credit card info. PM has no way to get at your credit card otherwise. I 'spect you provided credit card info and enabled Autopay when you initially started your PM account.

PLEASE...look at (and comment on) info that @softech provided. let us know if you see dynamic Autopay mentioned. It is an important piece of this puzzle.

[Bakibo]

Just checked cc statement.   Money were taken in april as well.    Dont know why

[darlicious]

@Bakibo 

When did you activate? Online or in store? Did you initially pay with a credit card? How have paid for your plan between activation and April 27th?

Upon renewal your account will list you plan as expired on day 30 however later that night usually at 2am eastern the payment system will debit your account balance. If there insufficient funds to pay for your plan amount and you have a card registered for autopay the system will attempt a one time charge to your card. If that charge is rejected (ie. expired card)plan payment is not made and 4 hours later the account is suspended for non payment.

To prevent plan amounts from being charged and your service renewed for a new 30 day cycle you can do the following :

1. With $0 to $1 less than your plan amount in your available funds and/or have no card registered for autopay or have no card on file for your account or remove the existing card on your account or remove autopay.
2. With a balance equal to or greater than your plan amount in your available funds and/or a card registered for autopay suspend your service via lost/stolen. This prevents the payment system from debited your account balance or charging your card registered for autopay. If you suspend via lost/stolen before midnight eastern in on or before day 30 of your cycle voicemail will remain active but your rewards will not be automatically applied to your account. Contact customer support after paying and reactivating or renewal and ask for the rewards to be applied manually.
3. If you suspend shortly after midnight eastern on on day 30 or technically day 1 of your new 30 day cycle once your rewards are applied and before 2am eastern your payment will fail (available funds and/or autopay) and your account will be suspended for nonpayment.
4. If your available funds exceed or equal your plan amount resuming your service via lost/stolen will automatically reactivate your plan and start your 30 day cycle. Otherwise you must manually pay the difference owing by choosing "other amount" for payments from your card on file or add a voucher to reactivate your plan and account services.

If you can show customer support that your card is not registered for autopay currently, was not registered at activation (this is noted on your welcome email) and you are on the old rewards program allowing you to show you have not recieved the $2 autopay reward.

Or you are on the new points system and on any plan other than the $15 plan or the $35 plan you can show that you are not recieving the 500mb autopay data bonus then you can ask for a credit to your account for the past 2×30 day cycles that you were erroneously charged for your plan amount.**

**If this occurs be sure to confirm the 90 day suspension time limit date and reactivate your plan and account services at least 2 days before that date.

Edit:

Below.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[computergeek541]

@Bakibo

Images containing your information should never be shared here and I removed it from your message post.  You will still need remove it yourself from your Community profile.

[Bakibo]

I pay for service every month.  Few years already.   No auto pay   ever.

[Bakibo]

 

[dust2dust]

Do you see the lines shown by softech earlier about autopay? Not using the service does not mean stopped paying for the service. This is a prepaid service, not pay as you go. You prepay for 30 days. Maybe you could provide images of your overview page and payment history without any identifiable information. It looks like you might have paid on April 27th. So it properly renewed again on May 27th. With autopay. So check your overview for those lines mentioned. Or provide images.

[Bakibo]

Can I somehow ctc CSA     now    for instead of in 60 days

[Bakibo]

I never activated auto pay.  I know I dont have service.  That is why my plan expired

[JL9]

If you haven't used your phone and wanted to hold off and pay before 90 days is up and when back in the country, you can reach out to a CSA and explain the situation to see if they can put the charged amount back into your available balance for your first renewal back, just make sure autopay is turned off.

[hairbag1]

If you're out of Canada...your regular plan features don't work.

When you started your PM account, you could have enabled Autopay to come out of your on-file credit card. You are able to disable Autopay if you no longer want it.

Remember this...you have 90 days after your plan expires, to fund it again. If you don't do it within 90 days...your account will close down for good. You'd need a new sim to start a new account. You even need a different email address.