My account has been suspended.
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07-06-2017 11:45 PM - edited 01-05-2022 02:23 AM
Hey guys, I need a little help:
I signed up for the 12GB for $120 plan by porting my number over from Freedom mobile. Everything seemed to have gone smoothly except now my account is suspended. When I log into my account the following message shows up: "Your account has been suspended. Make a payment to reactivate your current plan.Suspended accounts are deactivated after 90 days if payment is not received. You will lose your phone number and service." It's also showing a balance of $126 which appears to come from a $120 charge plus $6 for signing up for an autopay reward. The payment being requested is for an additional $60 which would bring the total to $186.
The only possible thing I can think of is that I somehow signed up for one plan but recieved another. But why would it only charge me $120 then and not the $186?
Anyone have any idea what's going on?
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07-07-2017 09:32 AM
Thanks for all the help! I've sent a message to @CS_Agent.
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07-07-2017 01:42 AM
you can try the plan change but i believe because the account is suspended you can only renew the plan you are on.
so you can try adding 60$ and activating the plan. but not sure if it will work (heard a couple people saying it didnt)
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07-06-2017 11:58 PM - edited 07-07-2017 02:08 AM
This is a common glitch recently where the system tries to give you the wrong plan from the one you ordered. In this case, it tried to give you the 12GB plan for $186, so the $120 it collected was not enough to cover it. Thus the suspended status. I believe all you need to do is go into your self-serve account and select the 6 GB Freedom promo (province-wide talk, global text, 6 GB data) and "change plan" immediately, since you have the funds available. This way, you'll have your service running sooner. Then, private message a moderator to get them to add the bonus 6 GB manually.
Edit: @mimmo is right (good catch). I'd forgotten about the block against changing plans on expired/suspended accounts. Looks like it's best to wait for a moderator's help to get your service running after all, unless you're willing to front another payment and get a credit back later, with no guarantee of success in the meantime.
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07-06-2017 11:47 PM
Send a private msg
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Email address
Phonenumber
Detailed explaination of issue
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Modera...
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07-06-2017 11:47 PM
Looks like you've encountered some sort of account related problem. You will need the help of a moderator to resolve this issue. The moderator team can be reached via private message. Refer to the following links for information on private messaging and how to contact a moderator.
http://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating/...
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Modera...
