Phone suspended while money in account

[SheilaRockwell]

Has anyone else had their phone suspended while there was money in their account?  I was told my credit card had expired in Sept and they couldn't take funds.  My credit card expires in March and there was already enough in my account to pay anyway

[t_p]

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@SheilaRockwell wrote:

Has anyone else had their phone suspended while there was money in their account?  I was told my credit card had expired in Sept and they couldn't take funds.  My credit card expires in March and there was already enough in my account to pay anyway

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@SheilaRockwell 

As already mentioned above, it has happened to other customers.

If your plan is still suspended after topping up or playing with the Suspend/Resume service feature, or you're having difficulty making a payment, contact CS for assistance:

Spoiler

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue (Payment or promo) > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[Meow]

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@hTideGnow wrote:

@SheilaRockwell you said your credit card expired since March, so, how you have been paying ?  you said you have enough  fund now,  did you load the fund via voucher?

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No. OP said EXPIRES (future tense) meaning his card is still valid.

As @Luddite mentioned, this happens even with valid CC. BUT that is very bad for PM. It is the worse advertising they can have. Imagine every month to play tag with lost/stolen card trick, not having service, etc., etc.

No matter service price (unless it is free and that is questionable too) not many people will stay with PM. Even if you know all tricks to get service back it will be very annoying.

[dabr]

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@hTideGnow wrote:

@SheilaRockwell you said your credit card expired since March, so, how you have been paying ?  you said you have enough  fund now,  did you load the fund via voucher?

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@hTideGnow    I interpreted OP saying the CC expires in March next year, but would be good to get clarification.  Plus they mention there was funds enough in their account to pay for the renewal.

[Anonymous]

@SheilaRockwell 

also you can Remove your credit card and Logout and

Spoiler

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and log in and re entered your credit details,

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

How To Update or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

[Anonymous]

@SheilaRockwell 

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount:$$ + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,

and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

1. Add Funds to your Plan Amount through Self Serve  
2. Go to “Plan and Add-Ons” TAB
3. Select "Lost/Stolen Phone" TAB
4. Select "Suspend Service" BUTTON
5. Then, Select Resume/Reactivate Service
6. Reboot your phone.

7. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

[hTideGnow]

@SheilaRockwell you said your credit card expired since March, so, how you have been paying ?  you said you have enough  fund now,  did you load the fund via voucher?

[dabr]

@SheilaRockwell    So you have no service with your phone right now? 

Maybe try the lost/stolen trick.  Log into your account, Plans/Add-on tab, then Lost/Stolen and Suspend service, log out and after a few mins, log back in and Resume service.  Log out and restart your phone.

[Luddite]

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@SheilaRockwell wrote:

Has anyone else had their phone suspended while there was money in their account?  I was told my credit card had expired in Sept and they couldn't take funds.  My credit card expires in March and there was already enough in my account to pay anyway

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@SheilaRockwell  You are not alone; this has happened even with valid credit cards on file. What problem are you currently experiencing?

[hairbag1]

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@SheilaRockwell wrote:

Has anyone else had their phone suspended while there was money in their account?  I was told my credit card had expired in Sept and they couldn't take funds.  My credit card expires in March and there was already enough in my account to pay anyway

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You could go to Shell Gas station and get payment vouchers, then dial 611 to apply to your account.

Then deal with cc issue later.