Suspended account though active?

[Kimtran1]

Hi there,

I just paid three months for my account but at the second month, you have suspended my account and I have been unable to reach anyone through dialling 611.
There was no explanation as to what happened or why, but there appears to be no contactable service number to understand my situation or how to fix it.

How can I fix this or get in contact with someone about it?

[esjliv]

@Kimtran1 it is good that you kept receipts. See what Customer Support says with those copies of your paid receipts, and perhaps you may need to go back to 'fix4you' to ensure they were added the proper account correctly.

I believe many members sustain services without created a Self Serve online account to manage it that way. But, I do suggest once you get this account activated, to register for a Self Serve account; as @gpixel mentions it may be a good idea to ask your daughter for assistance in creating this, if you are uncomfortable to do so yourself.

Register for Self Serve here (be can only do so, once your account is ACTIVE): https://selfserve.publicmobile.ca/Overview/

[darlicious · Accepted solution]

@Kimtran1 

I am not familiar with that small business and I couldn't find any mention on their website that they sell public mobile in any fashion. The receipts you were given.....is one a receipt with the amount you paid+tax (ie. 3×$15 plan=$45+$5.40(12% tax)=$50.40) and the other "reciept" a public mobile payment voucher for $45 (or whatever your plan cost×3 months equals?)

Does one of your receipts look like this one?  If so use the link below it for step by step instructions on how to add it to your account via 611 or calling 1 855 4PUBLIC and entering your 10 digit phone #.

It's very unlikely they sell "instant top ups" but possible that they sell pm vouchers. Do you see "blackhawk" on one of the receipts? If so that is likely your pm payment voucher. Please refer to this post about vouchers, how to add them thru 611, validity and availability etc.....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Purchasing-or-Adding-a-Public-Mobile-Vouc...

If you don't plan on ever using a computer or smartphone to manage your pm account and services you should get someone like your daughter who you trust to help you manage at least the basics and set up your self serve account as you are extremely limited in what you can manage thru the 611/IVR system.

I understand your position as I am technologically challenged and joining public mobile was a big leap and a large learning curve but I now manage not only my family's accounts but several of my referrals' accounts as well who you would identify with....if you want a tutorial on the basics I would be happy to meet for coffee (or iced coffee?!!) to help you out....I'm near Kingsgate Mall. Private message me if you like....?

[Korth]

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@softech wrote:

https://selfserve.publicmobile.ca/Overview/

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How did you get a $5 plan?

[Korth]

@Kimtran1 

I strongly urge you do not let a vendor or retailer (a stranger) manage your account for you. Especially if you've submitted a credit card. This makes it very easy for criminals to steal your phone number, your service, your data, your money, your identity. Most vendors are legit - but the ones interested in frauds, scams, and thefts certainly won't admit it to their victims.

Public Mobile is a "DIY" "no frills" provider. Public Mobile subscribers must be able to login to their own Self-Serve accounts to make payments, setup payments, buy anything, change anything. If you cannot do it yourself then I recommend you get somebody you know and trust (a close friend or family member) to do it for you.

[gpixel]

@Kimtran1 

I suggest asking your daughter to help you with services or ask her to do the payment for you. you shouldn't be going to a store to pay for your service... you can do this all by yourself. if you don't want to use a credit card you can buy vouchers from 7 eleven. make sure when you purchase the voucher that it says public mobile on it. when you speak with customer support ask them to create a self serve account for you.

[hairbag1]

Nope...all of PM issues are dealt on-line in the Community  Forum made up of super-smart users.

If your problem is account related, the CSA's will help but that's done on-line too.

[Kimtran1]

I did send a PM ticket with prove of my purchases.

is there no support number I can call besides 611?

[softech]

@Kimtran1   Open the ticket with PM first.  It is late now, they likely won't reply you until tomorrow (again, keep checking the Community inbox here for their reply)

Go (or call) and check with the Fix4You tomorrow.   

[Kimtran1]

it’s called ‘Fix4You’ which is a Vancouver-based retail store.

I have receipts for both payments.

[softech]

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@Kimtran1 wrote:

All I know is that I went to pay in person as a retail store that offers Public Mobile services for a full three months with cash.

First month was fine, but a few weeks into the second month my account was suspended and the phone stopped working.

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@Kimtran1   which store you went to?  Canadian Cell Supplies?  Do you mind to give the name?

I have a feeling it was the a problem with the store, they might not have done the payment properly.  You should do 2 things at the same time

1. Open ticket with PM.  As you do not have access to Self serve My Account, please message them directly      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
   
   **Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there
   
   
2.  Go back to the store that arranged that for you and ask them to check and provide you with the proof.  Maybe they added the money to the wrong PM accont?

Please let us know how it turns out

[Kimtran1]

All services were cut.

I called the 611 number already and it told me my account is suspended.

I paid at a retail store that offers Public Mobile services which I paid in cash only.

First month is fine, but a few weeks into the second month it stopped call calls/text/data altogether and suspended my account.

I tried to pay for another month just today too but nothing fixed it.

I have receipts from both payments as proof.

[Kimtran1]

I do not have an account linked online as I paid for the services at a retail store with cash.

I do not use computers.

My daughter is using her own phone to write this for me, and I want to resolve this issue.

All I know is that I went to pay in person as a retail store that offers Public Mobile services for a full three months with cash.

First month was fine, but a few weeks into the second month my account was suspended and the phone stopped working.

[softech]

@Kimtran1 not sure what you meant by "I just paid three months for my account but at the second month, you have suspended my account".  You are trying to top up 3 times?

But can you confirm on couple things.  What is it showing as Available Fund in My Account?  What is it showing for Account Status?

https://selfserve.publicmobile.ca/Overview/

Can you also check Transaction log  https://selfserve.publicmobile.ca/Overview/payment/Payment-History/

Can you check if the transactions make sense?  or maybe post a screenshot of that would help

[hairbag1]

Is your plan set to renew tonight ? Is phone features (talk / text/data) still working ?

If its going through renewal process...it'll look like PM is Suspended but ignore as long as phone is till working and renewal process is tonight.

If not...let us know that.