My new price plan that had to be renewed on the new cycle wasn't charged

[EdGarm]

Hi 

I changed my price plan with option tobe renewal on the next bill cycle and I saw in the app it was pending to be renewed on Jan 18. Now I see I'm still with the old plan. 

Id like it to be fixed. 

[colleeno]

@EdGarm 

”I'd say it was the bug problem. The apps should show the current info when they are used. I'd fix it unless it's how you make yourself busy.”

Public Mobile employees do not monitor this Community forum. We are all customers like yourself. 

[EdGarm]

I'd say it was the bug problem. The apps should show the current info when they are used. I'd fix it unless it's how you make yourself busy.

[hTideGnow]

hi @EdGarm 

yes, it was just a cache problem then.  You are all good now

[EdGarm]

It appears that the app was showing my old plan but the website had a new one. After logging out and logging in the app it now shows the new plan too.

[AK32]

I have seen someone else also report the same (display) issue.  Can you check your payment card and see if they charged the new plan amount, or the same as the old one?
As others suggested, try logging in via a private/incognito browser and see if it is updated, as it may be a cookies/cache issue.

If you have done all the of the above, and it is still showing your old plan, i would then message a PM customer service agent to help you change it, you can message them here:

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

[Phil_Adelphus]

@EdGarm   Did you try the website, not the app, in private/incognito mode as suggested by @hTideGnow  ?  Sometimes the app and the website don't match and can be glitchy hence the suggestion of ways to get a better idea of what's going on.  If that doesn't  help you will need to contact customer service via the methods show, we are only customers in the community here and can't do anything but advise.

[EdGarm]

I picked the option for the price plan to be changed on the new bill cycle and such request was accepted. I checked it later from the app and saw that my new price plan is pending to be changed once I get the new bill cycle which was on Jan 18. Today I saw that nothing has happened. I'm still on the old one and that promo price plan is already gone. 

Whatever happed wasn't on my side.

I'd like to ask to fix it.  

[hTideGnow]

hi @EdGarm 

did PM charge you the new plan?

it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage