Strange activities on y account...and no response from moderators for over 48hrs.

[Bahamas]

I removed autopay prior to renewal then tried adding $10 dollars credit and it charged my credit card $122. instead. Reached out to the mod_team to reverse the charges. Signed in yesterday to my account and it was suspended. That was expected because autopay is off. Went in today to my mailbox to see if they responded - they did not. Then went into my account to see if they did anything. Now the account is now active and my available credit is now $0.  I don't know if a moderator went in and activated my account or a glitch in the system. In any event I am not happy.  I also looked at my other accounts payment history and realized I have been over charged and they switch my plan on me.  This is unexceptable. I need a moderator to contact me ASAP or I will have to involve my credit card company for a resolution. 

[Bahamas]

@stonechucker

Thanks - much appreciated.

[stonechucker]

@Bahamas, my bad, I did not read that at all.  So sorry.

[Bahamas]

@KMG

I heard from the @CS_Agent yesterday who apologized for the long wait and said they could apply my credit to another account. Unfortunately I have no credit. I have made reference to this thread so they can have a better understanding of what there late reaction as caused.  I do have a way to get back a credit card refund but I was hoping PM could resolve  

As for @stonechucker,  I think you should read this entire post as well.  You will see my intent is to keep both PM and Koodo accounts, but have PM in a suspended state with a $10 credit ( somehow I got charged $120 ).  Now I have both accounts active.  Now you may not called it being wronged but I know I am not pleased with the error and the delayed response that created more issue for me. The one good thing that has come out of this is that this error has cause me to review my other accounts to find other errors that need rectifying.  I will not go into the much details but if u find out your account as been switched to another more expensive plan without your knowledge, would u @stonechucker feel  wronged then? 

Note: The @CS_Agent team has been very helpful and responsive in the past.  My hope in writing this post is to bring attention to my issue and get a response from PM ASAP given that it a time sensitive issue. Also, get advice from the good community to make a informed decision and not be unreasonable or irrational.  As usual, creating a post such as this and many others,  brings issues to light that helps users, who finds themselves in a similar  situation, find answers and/or avoid issues such as mine.  The guys who responded so far have enlightened me or confirmed what I know ( @Anonymous, @KMG, @Dunkman, @Effort ) ... 

Thanks and Peace to all!!

[stonechucker]

@Bahamas, the $180 credit on the Koodo bill is meant to cover the remaining service on your Public Mobile account when you port over.  If you had done the port prior to renewal, you would have benefited greatly as I'm sure you're aware.  However, as the plan did renew, and I think you've not ported out yet, the plan is still active and the $120 you have paid for, is already covered by the $180 bill credit.

I don't see how you're being wronged in this - other than you didn't port out when you really wanted to

[KMG]

Have you heard back from the Moderator Team at all?  I think they are the only ones who could fix this.

PM is a prepaid service.  That means that if you port out, you would not get a refund for any unused time on your plan.  The Moderator Team often allows you to transfer any remaining account balance to another customer, but there is no way to get that amount back in cash or to your credit card.

[Bahamas]

@Moderator_Team or anyone who experienced this before. 

Can someone please advise me on what to do at this stage?

My 90 day plan erroneously renewed on Sept 21 and used up my credit. If i port over my number now to Kodoo (which I didn't want to do at this stage and lose my promo plan), will i still able to get my credit reversed or applied to another account? 

Btw, if i didn't have another account to transfer the credit how do i recoup my funds?

[Bahamas]

Well I appreciate all the responses so far from you and the others. Cheers and God Bless!!

[Anonymous]

 @Bahamas: No prob. Cheers. Sucks to have to wait so long to get responses around here but this is an inexpensive service.

[Bahamas]

@Anonymous

I was putting $10 to pay for a add-on since my son (who is using the sim/account in question),  had use up is data for the period. I believe after I entered $10, I must have refresh the page and it must have defaulted to the $120 without me realizing it (just speculation).  As I said before, I had no intention to keep the account active and renew the subscription. I have no need to keep the account active since I have already signed my son up with the Koodo promo PM offered me - $40 for 8Gb + $180 credit. After a month or so, if the deal sucks, then I will reactivate PM. I informed the moderator_team of this intention and asked them to reverse the charge which would remove the credit and avoid all these problems I am now faced with - some listed earlier in my original post. I only wish  one of the mods would have seen my private message and acted prior to renewal date. I posted here to hopefully get someone to enlighten me as to possible reason why I have not gotten a response from the mods since I contacted them on Thursday (20th) and also get confirmation or enlightened as to why my account went from suspended to active while autopay was disabled. 

[Anonymous]

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@Bahamas wrote:

@Anonymous

Thanks for your input.  I have now removed my credit card info via self-serve. Unfortunately that will not help for this situation.  I am thinking I will need to have it present to have PM reversie the charge. 

"Having Available Funds implies your readiness to renew" :

Bummer!!  That is what I suspected, hence the effort to have them remove the funds (reverse the charge) prior to renewal. Hopefully the can do something about it. 

---

Oh yes. I'm not suggesting anything else. Wait for the mods as the others have said. Just tryna help.

Still...your attempting to put in $10 suggests that you were trying to change to the $10 plan. Which we all know needs mods to do after suspension. But that could all be a misunderstanding and, at the end, moot because somehow the thing seemed to take $120 from your credit card that you say you didn't intend. Not sure how...but here we are.

[Bahamas]

@Anonymous

Thanks for your input.  I have now removed my credit card info via self-serve. Unfortunately that will not help for this situation.  I am thinking I will need to have it present to have PM reversie the charge. 

"Having Available Funds implies your readiness to renew" :

Bummer!!  That is what I suspected, hence the effort to have them remove the funds (reverse the charge) prior to renewal. Hopefully the can do something about it. 

[Anonymous]

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@Bahamas wrote:

@Dunkman

I deativated my autopay so I don't know how I lost my credit.  I can only suspect a moderator went into the account and applied the credit to the suspened account. I didin't think to remove my credit card because i do not see an option to do so even after autopay is disabled. I do noticed however that it says "Any available funds will be applied first." So I think the problem is that it used my available credit of $120 and applied it to the account - which it should not do unless autopay is enabled.  So unless a mod did so manually there is a glitch in the system. 

---

The use of Available Funds is not related to autopay until you have insufficient Available Funds to renew. Then it'll go to your autopay if enabled. If not enabled then you go into suspension.

Having Available Funds implies your readiness to renew.

You can in fact remove a credit card from your account altogether via self-serve.

[Bahamas]

@Dunkman

I deativated my autopay so I don't know how I lost my credit.  I can only suspect a moderator went into the account and applied the credit to the suspened account. I didin't think to remove my credit card because i do not see an option to do so even after autopay is disabled. I do noticed however that it says "Any available funds will be applied first." So I think the problem is that it used my available credit of $120 and applied it to the account - which it should not do unless autopay is enabled.  So unless a mod did so manually there is a glitch in the system. 

[Dunkman]

Interesting.....  hopefully, moderators will get hold of you tomorrow...

Next time, you can suspend your account by reporting your phone lost/stolen in your self service account.  Remove the credit card from autopay....  If your account is dormant for 3 months, then you will lost the number and account.   

[Bahamas]

@Dunkman

No i didn't want to change the plan but really suspend it just in the event I change my mind about Kodoo after a month or so. I know i can resume my account prior to 3 months.  I have two other accounts and this third account was going to be the account I used to assess Kodoo. 

[Dunkman]

@Bahamas

You are right.  The only people that can fix the situation is the moderators.  The wait times for some people the last week has been 72hours +.  They have finished work today, but hopefully, you will get response tomorrow.

It must be a glitch in the system.  Did you try to change your plans to the cheaper $10 plan?  You wanted to load $10, but it loaded the old plan rate amount.  Did you manually load the $10?  Once the funds were in the account, automatically, re-started your old plan.  There is a problem when people want to "downgrade" their plans, where the self-service function does not work....

[Bahamas]

Thanks to all who replied. 

Hi Effort,

Technically both (see pics).  I Initially confirmed the charge with my credit card company. Then it appeared on my account as a credit.  I had disabled auto pay and so my account was suspended.  I asked the moderator_team on Thursday to reverse the charge and have not heard from them since. However today the account was activated and my "account" credit applied to the plan showed below.  Not what I wanted since my intention was to try the lates Kodoo offer promoted by PM.  I am aware a mod is my only hope at this stage unless i involve my credit card company - which i will do if i don't hear from them on very soon. 

[Effort]

Is that $122 charge on your self-serve account or on your credit card statement?

If it is the former, then you probably are reading it wrong and we can analyze it if you post a screen shot of your payment history.

[KMG]

At this point, I don't think there is anything the Community can do to assist you.  Unfortunately, you simply need to wait for the Moderator Team to answer your messages.