My automatic payment subscription hasn't been working for THREE times ?

[Becool29]

I don't think it's acceptable for my service to be suspended—not once, not twice, but three times—due to system issues! I've had a subscription set up since opening my account, and my bank account has never had any problems. But for some reason, my automatic payment function frequently malfunctions. I have to constantly log in to check when the payment is due, and the problem is I can't know until my phone gives me a strange notification: "You may not have data." 😥😥

I hope I'm not alone. If anyone knows which department I should complain to, I would be very grateful if you could tell me.

[funpig1]

@Becool29 

Good for you!  More people should demand bill credit compensation from PM for the various "service issues". Some service issues with PM have been chronic. Just go down the old support threads and you can see many who have been affected by similar issues.

It's not fair for PM to accept full prepayment from a customer and fall short in providing full service in return. If enough people claim bill credit compensation for these known service issues, maybe it will spur PM to fix things faster.

P.S. please note that the payment cycle is 30 days and not by the full month cycle. So if your payment date is on the 15th of the current month, the payment date may change the following month depending on the length of the current month (28, 29, 30 or 31 days).

[Becool29]

@computergeek541  & @BKNS27  Exactly! I was so pissed off. When my services was on hold yesterday, I even did not get the notification, after I made a payment manually, they send me SMS saying "the service would be resumed after I made a payment ". What---?

Every time I made a payment manually, the system always shows the "next renewal day", then my services "stopped" due to the payment issue. I kept asking them (yesterday's was third time in the raw) what's the problem via SMSs, emails, no response 😥, I checked my bank as well, no issue from them. That's why I asked you guys here and see if there are any other ways to solve the problem🤭

Anyway, I've already  talked to CS Agent, if "network outage" is the reason, then it's carrier's responsibility to make sure what it be promised to be done WORKS, not at the cost of "suspending" customer's services, isn't it?  

[Becool29]

I was so pissed off. When my services was on hold yesterday, I even did not get the notification, after I made a payment manually, they send me SMS saying "the service would be resumed after I made a payment ". What---?

Anyway, I've already talked to the CS Agent this morning, and also mentioned "compensation"😉, I just got the reply now from the CS Agent. I'll be given 30 PM reward points to my account, which I may use for "anything" I prefer, it's better than nothing, I am really simply sick & tired of worrying whether or not my payment has went through during those days of each month, so my service won't be cancelled suddenly  (I found even the payment processed date was slightly different month by month, at least in my case🙄🙄) 

[computergeek541]

---

@BKNS27 wrote:

@Becool29 

If it shows that your next renewal date is next month. Your account is active…there could be an outage in your area.

https://www.telus.com/en/bc/outages 

---

A network outage is unlikely to have any relation to failed payments.

[BKNS27]

@Becool29 

If it shows that your next renewal date is next month. Your account is active…there could be an outage in your area.

https://www.telus.com/en/bc/outages 

[funpig1]

@Becool29 

Take screenshots to document problems (e.g. suspended service, payment page, etc.)

Finicky payments have been a problem for many subscribers for years. The repeated interruption of service and the wasted time to fix should entitle you to compensation. Good luck.

[Becool29]

A "services issue" bill credit ? Such a great idea, @funpig1 , that may make them take my problem a bit of seriously. I actually SMSed back to them, opened a ticket with the agent several times, and it still happened 😞   Anyway , I just opened another ticket with the agent yesterday, hopefully I will hear something back today 😥 

[funpig1 · Accepted solution]

@Becool29 

Open a ticket with an agent. Demand that PM fix the problem. Also request a "services issue" bill credit for your problem. Based upon my experience, $30 would be fair. Good luck.

[Becool29]

My "auto subscribe" has been ALWAYS  turned on, and I don't know what kind of chances might be to turn it off. I don't login regularly if my service going well, I guess it would be the right way any more, I was barely  missed my important ZOOM meeting this morning 😥

[Becool29]

It WAS @hairbag1 , and every time I went and made a payment, the message said" your subscriptions will  be renewed on......XXX (the date of next month's payment circle)", AND, it was NOT😏. I've had this kind of issue for three times, say every other month, Is it weird to you🙄

[hairbag1]

@Becool29 

so does talk, text and data still work as expected or do they stop working until after manual renewal ?

Make certain you have Subscrided toggled on.

[Handy1]

@Becool29  Payment dates can be finicky sometimes, buts it’s unusual to happen 3 times in a row . Curious thou have you for auto subscribe turned on and did t accidentally turn it off by any chance?

[BKNS27]

@Becool29 

I have been with PM for over 3 years and never had this issue with AutoPay…strange…sorry that it happened to you.

Only way is to ask a CS_Agent to have their Technical Section look into this for you.

https://urlshortner.tiia.ai/xYpc_I 

or

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

[Sansan]

You are correct, what's the point in having an automatic payment system if it doesn't work properly.

I personally have not encountered this issue so far myself knock on 🪵 however many people have been complaining for years and still it's not. 

Not much you can do about it really. Yes you can complain and voice your opinion by creating a ticket, but....