Please help me understand this

[Tekmekanik]

I was under the impression that doing this would impact my bill, I was wrong.

The auto pay isn't working either, I had to call *611 to get them to take the money off the credit card (that is on file) to get service back, then they charged another $1 on top of that for something. I'm not sure what's going on; I haven't had any issues since switching in 2019, I also have never tried to redeem point before.

I don't understand what happened, they messed up with the billing and the credit?

[hTideGnow]

hi @Tekmekanik 

you still have no service?  when you login My Account, did it show your account suspended or active? The Automatic payment actually took money already before you manually load money into the account 

and yes, the money you added, $36 is now sitting as a credit , Available funds.  Would be used for next renewal

[Tekmekanik]

Hello everyone, thank you for the time. the plan did renew and the credit was applied, not sure why my service was cut this morning, but I added more funds to the account (for next month I guess). phone service is working again; must have been a glitch in the matrix.

[Dunkman]

@Tekmekanik 

It looks like PM autopay did work since it took your $30 credit and charged your 5.95 on your credit card early in the morning.  Obviously, your service was not working at that time. When you dialed 611, you paid another month of service.

The key questions is whether you see any available funds on your overview page.  If you see about $36 in your avaialble funds, you can leave that for next month payment. If you don't see it, then wait for CSA response. 

[Tekmekanik]

Maybe I added funds for next month?
why was my service cut this morning?

[Tekmekanik]

I'm still very confused as to where the credit went, It was added.

[Dunkman]

@Tekmekanik 

Auto pay sometimes fails.  Maybe when you manually call 611, the PM payment system charged the full plan fee. May want to check your payment history page.  Do you see the $15 x 2 credit issues on September 1? Do you see extra $30 in available funds?

The extra $1 likely was done to cover the new 911 fee collected by certain provinces. 

[Tekmekanik]

Thank you for the information, I took the screen shots this morning after logging in.
I'll contact support and see where that goes.

[hTideGnow · Accepted solution]

hi @Tekmekanik 

your first screenshot seeing your 2 rewards redemptions is not the most recent one, it didn't show the renewal.  Try login again using Incognito/private/secret monde on the browser and see, it will show more details how and why

but if you need PM support agent to check, submit ticket.

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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
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 

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