Trouble with accepting payment

[cathydspam]

Is anyone else having trouble trying to get a payment to process? We have automated payments come out for 3 different phones/accounts but it says one account is suspended until we make a payment. We went onto the account and all the credit card information is accurate, and with over $10,000 available on the credit card so we know that’s not the issue. “Oops, something went wrong. Please try again later.” is the message that pops up when we try to get it to process a payment online. We even tried dialling *611 and it says cannot process payment and to contact credit card company, to which we already have and they told us that public mobile has not even attempted to take a payment out. Now we have no cell service and no one to get a hold of to help us. 

[gabrobin]

I had a similar experience with Angelo. I requested an invoice that was incorrect. Unfortunately, he was the agent I was connected with. He told me it was accurate 4 times, told me I needed a calculator to do math, told me I must be confusing different Public Mobile numbers on my account (untrue), and refused to resubmit an invoice request 4 times. Lots of caps lock involved. His customer service makes me consider switching phone companies. 

[cathydspam]

OK, that’s great information! Thank you so much. I’m just waiting to hear back from Angelo on how long it might take for the account unlocked so I can use my credit card again. That would be the most ideal situation. 

[dabr]

@cathydspam   Online vouchers are available from online vendors but they do charge a fee as opposed to purchasing one from a gas station or retailer.  You can try muskbird.com or recharge.com.  Another user darlicious has suggested the muskbird.com fee charge is less than other online vendors.  Then you just dial 611 on phone account that you are wanting to reactivate to add the voucher.

[cathydspam]

That’s what I thought as well, but this is my first time needing help so I didn’t know exactly what to expect, I just did not expect anyone working with customers to be using caps lock to yell at customers. Caught me off guard lol.

I got a reply back from Angelo, they said that my account got locked on their end because of too many attempts at making a payment but I said that doesn’t make any sense because my son got a text message saying his account was suspended because the payment didn’t go through so I logged in, tried to make a payment one time and it sent me that error of “oops there’s an issue, please try again later”. They mentioned about a voucher and/or waiting until the account is unlocked. I messaged back asking where to get voucher. 

Can a voucher be purchased online? Someone in a reply below said I can purchase one, but I don’t see any website that comes up when I try to copy and paste the information they shared. If I can buy voucher online, that would be fantastic and then I can add that as a payment.

Thanks for your help and for being nice 😊 

[dabr]

@cathydspam   Well that doesn't sound like a helpful or professional response and totally uncalled for..

It might be easier to purchase a voucher for now and add the funds via 611 to get the account activated and then deal with customers service issue by asking to speak with a supervisor.

[cathydspam]

I submitted a ticket for help from an account that is for my son’s phone, which is the one we are having troubles with. It’s an account I opened when he was a minor (originally for our family emergency/home phone), my email address, my credit card, my mailing address, etc but I have my son’s name on the account so that when I log in, I know it’s for his phone. Somewhere along the way when the automated system asked me for my phone number, because I figured they knew that I was needing help with the account that I was logged into, my son’s, I entered my cell number because I thought it was going to be used for them to contact me. I have never reached out for help from public mobile in my entire life so this is all new to me. Angelo was not impressed with that and is now yelling with caps lock and repeating themselves over and over and over again, as if I’m stupid. 👀 Still in the steps of trying to verify my account. Lol They asked me nine different questions to which I answered every single one, and still nothing. I told them since they are working in CS, they should probably consider being nice to paying customers reaching out for help for something that looks like it’s a them issue. 

[esjliv]

@cathydspam - eew, really...tisk tisk tisk Angelo.

This sounds like a Public Mobile issue. What exactly is Angelo saying?

[cathydspam]

Yes, I have waited more than an hour in between attempts, and also tried it in incognito mode. Nothing is working, and Angelo in customer service is yelling at me with caps lock. So there’s that.

The error message is red and says “ oops something went wrong. Please try again later”. The satellite shop we hook this phone up at a few years ago so that sounds like it’s a public mobile issue and not my credit card issue. My credit card company said they cannot even see that public mobile even attempted to take a payment.

[esjliv]

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@cathydspam wrote:

Right, it says account is suspended, but click here to reactivate account, but the credit card is just not working and my credit card company says public mobile has not even attempted to take any money out of our credit card.

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@cathydspam - have you waited an hour in between attempts and also tried to do this through a tab in incognito mode?

Opening up a tab in incognito mode:

*Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.

*Mac: Press ⌘ + Shift + n.

If you have, what is happening in your My Account when 'credit card is just not working'? Is there an error message?

[cathydspam]

Right, it says account is suspended, but click here to reactivate account, but the credit card is just not working and my credit card company says public mobile has not even attempted to take any money out of our credit card.

[dust2dust]

The primary problem is that you don't have services on that account. Just go to recharge.com or others and buy a voucher value to cover the plan cost and use 611 on that device or the toll free from any phone and enter the voucher. The plan will renew. Then you can take your time to figure out why the credit card wasn't working. It's kind of a good thing now with that account in that it will become staggered apart from the other 2 and not possibly trigger a fraud stop as mentioned.

[cathydspam]

This account would be the oldest, and it is a few years old. No, they do not renew on the same day/date. We did give it a break between all the different methods that we tried, and I did try it on another browser with the exact same error message popping up. I’m stumped! I will try it this evening and see where that gets me. If that doesn’t work, I will see about getting a voucher in trying that method of payment instead. I think I will send a message onto CSM as well though because I don’t believe this should’ve happened. All the other payments went through fine last month.

Thank-you for your suggestions! 

[cathydspam]

Hi there, no, they do not all process on the same day. They are all over the month. My credit card company said they cannot even see that public mobile has even attempted to take out a payment. That’s the issue that I am seeing, as it seems like it’s a public mobile issue and not my credit card issue. I’m not really sure what to do at this point. 

I had asked the satellite shop where I originally signed up for this plan at, and I asked him how someone could buy a voucher so I could try that method and he didn’t seem to know because he said they pulled out of all retail shops last year. So I will check out that website you shared! 

Thank you so much for the tips.

[cathydspam]

Hello! Yes, we did the *611, said to contact the Credit card company so we did and they can’t see any payment that tried to go through, tried the 1-855 #, similar message. Tried logging into account and updating credit card, nothing will work. When I called the Satellite shop I got the plan at, they said PM is now completely on-line and no retailers can offer their service anymore. I told him the error I was getting (it’s noted in my original post/question) and he said that sounds like a PM issue, not my credit card issue. Not sure what to do from here. 

Thanks for tips though 😊

[esjliv · Accepted solution]

@cathydspam  - how long have your 3 accounts been with Public Mobile? Do all 3 accounts renew on the same day?

Since you have no services on this one account, wait about an hour if you tried too many failed payment attempts, since your account may be in temporary lock-state. When you try again, try a different browser or open a tab in incognito mode to make a manual payment on this account.

If this was an autopay failure with no reason for it, I would let CSA know. 

­­­Public Mobile Representatives customer support­­­ agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[softech]

@cathydspam   Autopay could fail.

If all 3 accounts processed on the same day, same amount, there is always a chance it got declined by the credit card as it might think those are duplicated transatcions.

Try to wait a full hour before you try again using *611

if that still fails, you can buy a voucher from SDM/711/Shell/London durg (their vouchers can be used immediately) and then load the voucher via *611

[Handy1]

Auto pay can fail

To make payment and reactivate plan .. if you know PIN number you can *611 with a voucher and *611  no PIN needed . You can also do this by by calling 18554PUBLIC . otherwise log into self serve make manual payment and reactivate service and or update credit card if necessary

My account

Legend  and features

Change plan / update cc /auto pay

Account #/ change # port /swap SIM

If you  still have service and your plan renews today / tomorrow you can ignore this suspended notice