it's not good, the message you got from 1.855.4PUBLIC shows the system is unable to find the account. When was your wife last able to use PM's service? Did you ever make a charge back on your credit card with any PM charges?
Please engage support and have them to confirm:
I dialed the number again and it says unable to process my request and referring me to the website. There was an issue while back with the payment card. I got a new credit card and inserted in her account (mine as well). If was able to access her account I could verify the payment method....
So I ask again, did the card registered on her account have some sort of problem like fraud or something and charges were charged back?
I've not heard that recording from that toll free number. You dialed that from your phone right? Not hers?
It says Unauthorized access
this was just when you try to login her My Account. Did you try using the borwser with Incognito mode?
and again, call 1.855.4PUBLIC, enter 1 for English and then enter her phone number, tell us what the recording says
and while we are trying to help here, please message support as advised above
No, we are just customers here and we can't check her account status
When you called 1.855.4PUBLIC, entered her number, can the system locate her account?
If you need PM support to investigate, please engage them by messaging them here