Payment not going through and no actual help from customer service

[Sage454]

Does anyone else have the issue of your card payment refusing to go through? I’ve had the same card on my account and have had sufficient funds on my card the entire two weeks of me trying to pay my bill, it just says “please try again later” customer service told me it was probably an issue with my bank but I called and they told me the transaction didn’t even reach their system to get denied/approved in the first place so it wasn’t my bank, I responded to the message from public mobile to let them know what my bank said and never got a response I made a new ticket and was told to go on recharge.ca but the domain didn’t even exist so I tried recharge.com and it’s asking me to pay 56$ to buy 40$ of top up minutes which is absolutely absurd when I only need 33$ to pay my account, I’ve tried updating the app, deleting and redownloading and even changing payment information, I have 2 jobs and I need my number, I’m thinking I’m going to go with a different service provider if this can’t be resolved by today

[Sage454]

I’ve tried absolutely everything and anytime I contact public mobile it’s just “try again” their customer service is NON existent and it’s literally the worst company I’ve ever been with will not be suggesting them to anyone ever 

[Elida_Fay]

Absolutely! I had the same issue—turned out to be a system glitch. Try paying through the website in incognito mode.

[Chalupa_Batman]

Hello @Sage454 

Helping neighbors, they too had that issue while not only using the online website, but the the app too. One thing that happens often is what's called a cache issue. The websites cache mistakes your current session with an older session and times out. The way to resolve this is to go into your browser settings and clear the cache and then restart your browser. Once your browser is opened, click on settings again and go into Incognito mode. Then log back in and try again. This in theory should resolve it.

If you're using an Android app to do this, go into your app settings and clear the cache first. Then clear the data of the app next. Restart the phone and log back in. This in theory should work as well. If it's an iPhone, delete the app, reboot, download the app again and log in and try again. Hope this helps.

[hairbag1]

@Sage454 

get to 7-11 or Walmart and buy Public Mobile payment vouchers ...then dial 611 with your cell to add them to your account and Resume your service. You will have to continue working with Customer Support to get payment card issue cleared up. You could ask them to escalate your concern to a higher level Support agent for their help.

[hTideGnow]

HI @Sage454 

PM payment system is glitchy sometimes

if your plan not expired or suspended yet and you still have time, please wait a day or even longer before you try again.  When you try, try using both Incognito/private/secret mode on your browser and try with Public Mobile app (with Location Permission enabled) 

but if your plan has already expired or you need to pay it very soon, then buy a voucher from Shoppers drug mart or gas stations and then load the voucher using *611 or My Account

Usually support might not be able to help with this, but if you need , ask PM support to check.  You can  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