What is it with CIBC Visa cards right now?

[on2wheels]

My bank assures me there is no problem with the card, yet I just received a notification saying my card is no longer valid and my service was suspended.  The expiry date is 2026 according to my account details here. My new Visa expires in 2027 but the system won't allow me to change it!

This same thing happened with my second phone account two weeks ago.

I have a second credit card to get my plan working again but the issue is still valid.

Can we get some official response about this or an estimate when this will be resolved?

[softech]

@on2wheels 

cool.. missed that.  I heard Simplii has lots of payment issue

But in your case, it is a different one.  Glad you got it sorted out with a MC.  You can try changing back to the CIBC visa in a week or two and hope it will work again.  Let us know

[on2wheels]

Simplii? As in simplii bank?  No I called this thread CIBC Visa  🙂

[softech]

@on2wheels 

is yours a Simplii card?

[on2wheels]

No that's only part of the problem. When the PM system glitched out this morning it incorrectly identified my visa as an invalid payment method (even though it's worked here for years and was still valid) so it instantly suspended my account, so no sms in or out, no calls in or out.  This exact thing happened last weekend to my mom's account.

Even clicking the "Pay Now" button gives the same error everyone's been getting lately when we try to update a credit card: "...cannot be done at this time",  except that my Mastercard does work.  Go figure.

[computergeek541]

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@BKNS27 wrote:

@on2wheels 

If your renewal date is tomorrow. Just ignore the notice. Everyone’s account is suspended once the AutoPay is completed for next month. You should see the amount in your cart ready to pay.

 

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Those types of error messages wouldn't show up around lunch time the day before a renewal.

[softech]

@on2wheels 

voucher is really the quickest way to get your service back first.  Get it from SDM/London Drug/711/Shell (no extra fess) or online via recharge.com/ding.com/muskbird.com (small fess) and load the voucher using *611 or via My Account

[on2wheels]

I wish it were that simple, the problem is the account gets suspended until a payment is received. So no sms in or out, no phone calls in or out. 

[BKNS27]

@on2wheels 

If your renewal date is tomorrow. Just ignore the notice. Everyone’s account is suspended once the AutoPay is completed for next month. You should see the amount in your cart ready to pay.

 

[softech]

@on2wheels 

Payment update  has been an issue for sometimes 

If it does not work the first time and you don't need to make a payment urgently, wait 24 hours and try again.  Also, please try using BOTH browser and Public Mobile App, some reported they have success after trying with the different method to access My Account. 
When you test with browser, try using Incognito mode
When you test with app and if app was already installed, uninstall it first, clear the cache for your default browser on the phone, then reboot the phone and reinstall the app

Also, while PM is not sending name/address info to credit card for posting payment, it looks like they still have some kind of validation now when updating new credit card.   So, make sure you have the correct address and postal code on your My Account's Profile and match those on your credit card.  Also, check the name on your profile.  If you have a very long name, maybe try shortening it with initials.

And, if you need to make payment urgently to resume service, you can get a voucher from SDM/London Drug/711/Shell and then load the voucher using *611 on your phone (or 1.855.4PUBLIC from another phone) to resume service first and then try updating the card again later

If nothing works, best to open ticket with PM support:

                 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

[Chalupa_Batman]

Hey @on2wheels 

There have been issues for a while now with credit card payments using the system. You need to reach out to a CS Agent via this link and they will assist you.

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

Keep an eye on the top right corner of the page for their reply. Please note that due to PM's current promotion, it may take a few hours to get back to you.

[Handy1]

@on2wheels  The updating credit card info was supposed to have been fixed back in dec , but as your well aware many are still having issues with it . All one can really do is keep trying every full 24 hours after the last attempt and do so incognito /private mode and cross their fingers . I sure hope this gets fixed soon . This should never be an issue to make payment