Payments

[Jojo60]

Why did you not take out the automatic payment from my account in March?

[hTideGnow]

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@Ali03 wrote:

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@esjliv wrote:

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@Jojo60 wrote:

I had to find a store and go there in person to get it fixed. Don't know why they can't just call or email you when this happens.

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@Jojo60  - 

Were your services actually not working?

A store helped you make a payment to reactive your account?

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God luck having answer on your questions. People only complain and when you ask for additional information, no response. How youhelp them then??????

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HI @Ali03    It is normal and you will get used to that.  Think about it, it is not bad , that mean  there is no more issue anymore

[JL9]

Yes that would be very helpful for future issues and customers as well so they can match up their situation to what other customers have faced. 

[JL9]

That would be a resounding yes, I think that much can be established. 

[BorisDoris]

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@esjliv wrote:

@Ali03 maybe they'll come back and provide more information as to how the store helped the get it fixed. That is what I am curious about. Or, maybe we'll never know. 🔮

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YES! I like to read final solutions to learn more. Right now only question, few answers and potential solutions and then... nothing. Was issue resolved? How? What steps taken? Very frustrating. You have to have good nerves to support such customers.

[esjliv]

@Ali03 maybe they'll come back and provide more information as to how the store helped the get it fixed. That is what I am curious about. Or, maybe we'll never know. 🔮

[Ali03]

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@esjliv wrote:

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@Jojo60 wrote:

I had to find a store and go there in person to get it fixed. Don't know why they can't just call or email you when this happens.

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@Jojo60  - 

Were your services actually not working?

A store helped you make a payment to reactive your account?

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God luck having answer on your questions. People only complain and when you ask for additional information, no response. How youhelp them then??????

[14ALL41]

After only few minutes of search through Help I found few similar advices resulting in autopay failure resolution.

WHY it is simpler to post without looking for answers first????

Do you go through all STOP sign intersection without looking left/right just in case???

[Yummy]

Autopay failures should be easy to fix:

Logon to My Account, select Payment, click on the One time Payment and try to manually pay with Amount Due option there. If it fails, then use the option "Other" and manually enter your plan amount. Service/plan should automatically reactivate.

And it will not hurt to, once payment is completed, to logoff and reboot the phone.

If it doesn't reactivate then go to the plans or usage page and click on the lost stolen feature. Suspend your service. Log out/in. Resume your service. Your plan should automatically reactivate.

To avoid potential autopay failures, you could add monthly payment amount few days before renewal day.

PM takes money from your account first then will charge your card for the balance. This way if autopay fails your service will not be interrupted if full renewal amount is in your account.

[dust2dust]

Jojo60: You get a pre-renewal text. You get a success text. You get a rewards applied text. Or you get a failure text. You might also get a text noticing that your registered credit card is about to expire.

All of those get complaints from people. Go figure.

We could have helped you here to get working again rather than going to a store.

[esjliv]

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@Jojo60 wrote:

I had to find a store and go there in person to get it fixed. Don't know why they can't just call or email you when this happens.

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@Jojo60  - 

Were your services actually not working?

A store helped you make a payment to reactive your account?

[hairbag1]

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@Jojo60 wrote:

I had to find a store and go there in person to get it fixed. Don't know why they can't just call or email you when this happens.

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Here's a reason why...

[Jojo60]

I had to find a store and go there in person to get it fixed. Don't know why they can't just call or email you when this happens.

[softech]

@Jojo60 unfortunately Autopay fails from time to time.  Not a lot but more often than it should.  If it fails, no wory, just login to My Account and pay manually (use the Other options instead of Amount Due) and usually you can reactivate the service without issue after

Are you back with the service  now or still service suspended?

[esjliv · Accepted solution]

@Jojo60  - we are all customers/members like you here in the forum, and have no access to your account.

Do you still have working services? If so, and you are seeing messages on your self serve account and your renewal is tomorrow, this shows up for all of us. It can be safely ignore if all services are working.

If you have NO SERVICES and you renewal is today or previous to today, then perhaps your autopay failed.

Go make a manual payment on your self serve account by choosing the OTHER filed instead of the Owing field (sometimes that is finicky). Then reactivate services.

Two ways to reach CSA, if still having issues or simply to report of a failed autopay, methods found here to submit a ticktet:

https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent

[JK8]

@Jojo60 

If you are on autopay it does sometimes fail. Confirm that your cc has not expired. If you need to make a payment choose the Payment tab and do it manually.

Edit: Public Mobile plans are on 30 day cycles, not monthly.