PLAN EXPIRED AGAIN WITH AUTOPAY ENABLED

[ioanv]

Dev team, this is such a hassle, as the title says, my account is suspended again and I have autopay enabled. Please fix this permanently.

[wetcoaster]

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@Chamkaur wrote:

Is this fixed yet?

I had the same issue and the plan shows expired. I just paid online, and hope the system didn't charge me using autopay option.

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@Chamkaur

You can see your transactions / amounts charged in your self serve account.

If there are any problems with your account balance or service cut off you should reach out to the moderator team - they are PM employees and can help with account issues. Working on a first come, first serve basis, they will get back to you as soon a they can.

Use this link to send a private message to the @Moderator_Team, include all relevant information in your message, such as account number, phone number, detailed problem description.

More information on contacting the mods: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder...

[Chamkaur]

Is this fixed yet?

I had the same issue and the plan shows expired. I just paid online, and hope the system didn't charge me using autopay option.

[missbiss137]

So I am new to this and my first autopay did not go through. I received a message that my account suspended and my service was cut off immediately. I called my credit card company to see if they had some hold, but they did not. I went online to my account and manually paid so I hope I don't get dinged twice, but my service was completely cut off.

[casperr]

Out of 10 people I know on Public, no one has had their service suspended because of this but always shows plan expired during the renewal date. 

I'd imagine this will be on top of the priority list of PM to fix since it's them collecting payments from customers. I can imagine how frustrating this can be especially for people that use their phones a lot work or personal 

[ioanv · Accepted solution]

Solved. The resolution was a more of a quick fix, by me making a manual payment. I hope AutoPay actually works next time.

[srlawren]

@ioanv unfortunately, it seems there have been a lot of renewal gltiches like yours lately.  Many of us have been fortunate enough to not run into issues -- myself included, US Roaming Expiry bug not-withstanding -- but it seems to be more common than it should be to run into this issue in recent memory.  I'm confident the @CS_Agent will make this right for you.  They may be a bit backlogged right now, between renewal glitches and apparently the add-on purchasing system is not functioning this morning.  So they probably have their hands more full than usual.  

[ioanv]

Got first response from the mods since my message last night. Their response just asked for my phone number and PIN, I replied 2 hours ago, no reply from them since then. I can't call/text/data and this same issue happened about a month ago as well.

I've been a member only for about 3 months and this happens twice to me already. And I see lots of posts with the same issue. Is this flaky service the normal around here???

[jeffster1970]

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@ioanv wrote:

Thanks for the quick replies guys, I was without service all day at work and I just messaged the mod team for help. I'm still awaiting their reply.

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Well, that's no good. Please let us know how it turned out. 

I have had "Service Suspended" with my autopay, but I always had service during that time. A little frustartig too, since I was "Service Suspended" for like 3 days.  Everyone here told me to chill since I had a working phone. Not in your case, I'd be pretty upset. 

[ioanv]

Thanks for the quick replies guys, I was without service all day at work and I just messaged the mod team for help. I'm still awaiting their reply.

[Taekgun]

@ioanv

Do you still have service or had it shut off on you?

This is an ongoing problem being experienced in the system but there doesn't appear to be a solution just yet.

If you don't have service, make sure you follow the instructions above to message the mods.

[rob79]

Hey - you're going to have to send a private message to the mods to help you with this. Be sure to include your PM account number, phone number, and the email address you use to log into self-serve in the message.

Click Here to send the mods a direct message.

Good luck!