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Subscribe on hold because of non payment

Arlene21
Good Citizen / Bon Citoyen

Can anyone tell me why my subscription was on hold because of no payment?  I have not changed my account information nor have I got a new credit card.  It was a bit annoying get get a message today when my payment was due today. Thanks in advance if someone helps me

Arlene

7 REPLIES 7

PoolPrincess
Great Neighbour / Super Voisin

Hi, same thing just happened to my husband. Did you ever log a ticket with Public Mobile and did you ever hear back about why this happened?  Did you end-up being charged twice?  Thanks so much.

eddieO
Great Citizen / Super Citoyen

If your credit card history shows that you were charged twice you can contact the CS_agent (bottom right corner you will find a round orange circle) to correct the billing error.

babyjacie
Great Neighbour / Super Voisin

I also just got the same thing. Got a text from public mobile saying plan didn't renew because they did not receive payment even though I'm on autopay. logged in just now and clicked manually to pay with the existing cc info they already have. Now says that I'm subscribed. Now I can receive calls again. Hopefully I'm not getting double charged for this.

AK32
Model Citizen / Citoyen Modèle

I believe how it works with their system is if a payment isnt made by the due date/subscription date, then the plan will be suspended until it is paid. Basically, if you dont pay, you dont get service. But dont worry, it can stay "suspended" for up to 90 days before you actually lose your plan. So as long as you make a payment before the 90 days you will regain full service as you had before.  Some people do this on purpose if they are travelling and want to "pause" their plan for a month or two.

will13am
Oracle
Oracle

@Arlene21 , auto payment failures have been reported by customers from time to time.  If your online account is showing as suspended, go the to the payments tab, do a manual top up and restore your account to active status.  

Arlene21
Good Citizen / Bon Citoyen

I made the payment because I certainly don’t want to loss all the Data and minutes I have gathered over the years.  This is the first time it has happened…… I hope now they are not going to charge me teice

eddieO
Great Citizen / Super Citoyen

Are you able to confirm that your services are actually still working on the phone? We've heard this mentioned before and apparently by next day the account is showing as normal standing.

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