service got suspended while on autopay, can not access my account

[miraleeross]

I did answer - I need detailed billing for the last year please. Thank you.

[Thiles]

Sharing my experience with service getting suspended and not knowing why...

Text Message (Monday at 12:00pm):
'Congrats! Rewards have been applied to your account: $0 friend referrals, $6 AutoPay, $0 Community, $9 Loyalty. More info at https://selfserve.publicmobile.ca/'

Wednesday:

Outgoing call failed and indicated by plan/service has been suspended and to enter 611 to make a payment to reactivate.

Self Serve https://selfserve.publicmobile.ca/:

Ambiguous Message:
https://selfserve.publicmobile.ca/Overview (paraphrase) .. your plan may be suspended but if you have 'auto-pay' then this message may not apply to you

Actual:
- 15$ of Credits exist on my account; so the text was accurate!
- Service/Plan status is Disabled/suspended; so the service behavior makes sense

- deduction, the message likely does apply to me, maybe my credit card payment failed

- transaction history is missing credit txn, bingo!

Solution:

Replace card information used by auto-pay.

Made a one-time payment of the 'outstanding balance'.

Impact:

Service/Plan status was active.

Outgoing call worked as expected.

Room for Improvement:

Text Message (Monday at 12:00pm):
'Important! Your auto-pay plan has a payment issue.  Please update your payment information and/or make a payment to prevent suspension of your service/plan. More info at https://selfserve.publicmobile.ca/'

[Sharonf21]

Hi Lexie,

My auto pay was set up successfully. I do not understand this message..Please clarify 

Yow Shan Wee

[CS_Agent]

@miraleeross,  I'd like to kindly ask you to please try the following;

• Make sure that you're not replying to our messages through community-notifications@publicmobile.ca as this is an outgoing notification email only, it's not designed for incoming emails
• After you log in to your community profile on the right top corner there will be a couple of icons
• Please refer to the envelope icon called "messages"
• And you should see an open conversation
• You need to keep an eye on your inbox because that is where our messages are delivered to.
• In order to interact with our moderator team, you need to reply to your ticket through this section.

In case the case is closed please send us another message so that we can continue assisting you.

I hope you find this helpful.

Kind regards, Lexie

Public Mobile Moderator.

[computergeek541 · Accepted solution]

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@miraleeross wrote:

I did answer - I need detailed billing for the last year please. Thank you.

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Moderators cannot assist you based on messages that you post here. You must do so via the private messaging feature. I know that you've responded there before, but you'll need to try again. When you post messages here, Public Mobile has no way of knowing that the cell phone service account is really yours.