What a horrible App

[Robbieo1]

The app says my account is on hold because of no payment, but I’m on autopay and the payment for May did go through.  Tried 10 times to submit a ticket and got an error 10 times.  

[Robbieo1]

Thanks for the private message link for a CS Agent. The agent said they processed my payment late, even though it was charged to my credit card May 14th as usual???  Anyways, all is fixed, just 2 hours of stress for nothing.

[kb_mv]

---

@Robbieo1 wrote:

If you read my complaint, the payment shows on my credit card statement to the payment did go through on May 14th.  

---

@Robbieo1 You have been without any service for almost 2 weeks?

[softech]

@Robbieo1

sol you have no service now? you try reboot he phone?

 did you try to make a charge back on any PM/Koodo/Telus charge?  If so, it could be the reason

If not, I would open ticket with PM and check 

1. Open ticket via Chatbot at: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

             Click "Yes, I'm a customer", then click "Sign In", once signed in, ignore the choices and type "Contact agent"
              Then click "Contact Us", and click "My Account".  Finally click "Click here to submit a ticket ↗ " and you can open the ticket

2. Or if you have trouble with Chatbot, Private message CS agent at 

                 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Robbieo1]

If you read my complaint, the payment shows on my credit card statement to the payment did go through on May 14th.  

[kb_mv]

---

@Robbieo1 wrote:

The app says my account is on hold because of no payment, but I’m on autopay and the payment for May did go through.  Tried 10 times to submit a ticket and got an error 10 times.  

---

@Robbieo1 Mine said the same thing on renewal day (the day the new changes took place). If your services are working, ignore it, it's a somewhat confusing part of the renewal process (best advice don't go to your account on renewal day lol). Otherwise contact CS Agent directly as shown by @Handy1 .

[hTideGnow]

HI @Robbieo1  it is not the app.. good or bad app, if account is suspended,  it is

check your credit card, autopay could failed.

If PM didn't take the money, questest way without support is to make the payment to resume service

If it still not take the payment, please submit ticket to CS agent at:   https://widget.telus.tiia.ai/publicmobile/publicmobile.html

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):
         https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Handy1]

@Robbieo1  For support 

• while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

[Handy1]

@Robbieo1 

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

[HALIMACS · Accepted solution]

@Robbieo1 

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.