Rejection of auto pay despite having registered a valid credit card with all details included.

[HarryBrook]

I had to change my credit card in late October due to it being hacked. November 11 we responded to the Public Mobile email and paid the outstanding balance with another credit card. We also upgraded from 3G to 4G. We were charged with the previous month's bill and billed $42 each for both our phones. Wasn't that for November. According to your statement on the credit card payment it should automatically take out the November payment yet we received another notification the account has been suspended. What was the $42(X2) charge for? Why wasn't November's payment taken? 

Harry Brook

[darlicious]

@HarryBrook 

It's important to remember public mobile is prepaid service so you are paying forward. If a payment is missed for whatever reason service is suspended. When you paid last month it covered the 30 days of service from November 11th thru December 10th. When autopay failed during your renewal last night service was suspended because your next 30 days of service (Dec 11th thru Jan 9th) has to paid before being provided. Log into your account using secret/incognito mode and attempt a payment to see if it goes thru properly....if so ask customer support to open a ticket with the tech team as to why both of your autopay payments failed.

You may want to consider delaying reactivation of one account until tomorrow so that autopay isn't attempting to charge your card the same amount twice during renewal.....that can get flagged as fraudulent or an errant double charge by your credit card issuer and be declined. Having a staggered renewal would also allow for at least one phone to still have service if autopay fails again. Alternatively each account having a different card for autopay could also be helpful

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/td-p...

[dust2dust]

Are you still able to login to the account? This sounds a lot like a chargeback situation.

[softech]

@HarryBrook   Pre-authorized payments could fail.  It could be a problem on the CC side, but more likely a problem on PM side

Just login to My Account, click the Reactivate my plan button and follow the steps to complete a manual payment.

For peace of mind, maybe manually load up enough fund a day or two before renewal date for a month or two before letting Pre-Authorized payments to try again

[HALIMACS · Accepted solution]

@HarryBrook 

Seems like you'll need a direct explanation from the Customer Support Agents.

To contact a Customer Support Agent, there are 2 methods:

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2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.