Payment Issue

[Sara17]

Hello all,

My plan was due to renew this morning (of course during the scheduled maintenance!), PM did take the funds out of my account properly but then a few hours later ended up refunded it without any notification. I have checked with my bank and there were more than enough funds to cover the cost of the plan. My husbands plan renewed no problem (same credit card is used for both)

Was this due to the scheduled maintenance? Is this an issue that I will continue to have every single month from now on? I've been with PM for a few years now and have never had this kind of issue before

I have since made the payment manually & submitted a ticket so it could be investigated further. 

[Sara17]

Thankfully the funds were in my account as available funds so the manual renewal was successful earlier. Support has gotten back to me but it was mucky & not very clear as to the reason why it happened. I'm just waiting on their reply to get further clarification. 

[Handy1]

@Sara17  Thou auto pay does fail sometimes it’s not typical and your situations sounds like a true one off as to have payment go thru then be refunded is strange and the refunded $ isn’t sitting in your accounts available funds ? And I’m surprised support team hasn’t gotten back to you yet . The site last night was down for maintenance as you know and it being the day of your renewal. Might be why your issues is so cloudy and confusing . I sure hope you get resolve soon . Once your back up and running things should be smooth sailing for you from there on out 

[Sara17]

But it didn't fail. They charged my credit card at some point throughout the night then refunded it back at approximately 8am this morning. 
It wouldn't have triggered a fraud alert, our plans are two completely different amounts as he needs more data than I do AND his gets charged before mine does. 

[Sara17]

I had rebooted it multiple times, it's not a service issue. It was an issue with the fact that PM took the payment, then refunded it a few hours later with NO notification to me as to WHY it happened. I was out all morning so when I got home I logged into my account and saw that it said suspended. Which is why I contacted my bank to determine if it was an issue with our account with them or if it was an issue with PM. It was not an issue with our bank account. It was just very frustrating and I need to know if this is going to be a continuous issue 😞 

[Dunkman]

@Sara17 

Unfortunately, sometimes preauthorized payments fail for some reason.  It had been working before, so hopefully just a one time glitch.  

Some customers have had issues if multiple accounts are due the same day and use the same credit card.  That sometimes might trigger a fraud alert.  However, 2 accounts using the same credit card should be fine.  

Not sure if it is due to the maintenance overnight.  Every week, there are a few autopay failures even though the credit card is fine. 

[Handy1]

@Sara17  Have you tried to reboot the phone yet ? Sorry if you already mentioned . But if you haven’t give that a try first 

[Sara17]

@Handy1 as my post states, I have already manually made the payment to resume service & submitted a ticket to be investigated. If you have any other solutions that I have not already done, please let me know. I simply want to know if this is going to be an ongoing issue or if it was due to the scheduled maintenance even though my husbands was renewed no problem on the same credit card. 

[Handy1]

@Sara17  It may have been , but sometimes auto pay (subscribe ) fails if you don’t have service if you can log into your account and click the pay now and resume button . Also you can buy payment  vouchers from shoppers drug mart and load the funds *611 to resume service right away . But you can also reach out to support to confirm 

send  a  private message   To CS_Agent

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