Wrong payment

[Donna]

Hi

I really need your help in resolving a payment problem. Please bear with me and provide solution.

I'm a new PM user and activated auto pay. This month I crossed my data limit and I thought if I make the monthly payment now my data and other things will start like usual.

But making payment my balance recharged by $40 but still the automated message is saying my payment is due on 7 September. Also my data didn't start. So now I made add on service for data and contacting you. 

Do I again have to pay on 7 September? What are the next steps?

Please let me know!

[popping]

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@will13am wrote:

@Donna, you are posting on the community forum where suggestions and discussions are with other customers.  If you use the private message option (little envelope on the upper right corner), you can interact with the moderator team who work for Public Mobile and take care of account related matters. 

With respect to the dilema of running out of data before the renewal date, there are two options, either early renew the existing plan or buy add-on data.  In your case, it looks like you bought add-on data which will restore data usage.  To early renew an account, you need to ask the moderator team to do that for you.  The moderator team can be reached via private message using this link.  Please include in the private message account number and PIN code. Refer to the following knowledge base link for additional information on contacting the moderator team.

BTW, if you usually run low or out of data before renewing, it might be worthwhile to look at a different plan with more data.  The add-on data is quite expensive, although it does not expire like the included data in a plan. 

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WIth the current moderator wiat time, it may be too late for the early renewal by moderator.  Getting the expensive data add-on may be the only option. 

[ShawnC13]

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@Donna wrote:

Thanks for the reply. Please note the below:

1. Today was not my due date but I paid coz my data limit stopped

2. Although I paid my data didn't start and again had to take $10 add on data and right now using it. 

So are you saying I don't have to make payment on 7 September again? Then will my data start normally?

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So you paid $40 but now have used $10 for the data addon.  So you will have $30 sitting in your Available funds of your account.  On September 7th Public Mobile will apply any rewards you have earned and any money sitting in Available Funds.  Any outstanding amount will be charged to your credit card on file.  So you will probably be charged $10 + tax on your September 7th renewal.

[will13am]

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@Donna wrote:

Thanks for the reply. Please note the below:

1. Today was not my due date but I paid coz my data limit stopped

2. Although I paid my data didn't start and again had to take $10 add on data and right now using it. 

So are you saying I don't have to make payment on 7 September again? Then will my data start normally?

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You do have to pay again on September 7.  Add-on data as the name implies is an additional feature which has a separate cost not covered by the base plan.  Getting add-ons do not change the renewal of the base plan. 

[Anonymous]

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@Donna wrote:

Thanks for the reply. Please note the below:

1. Today was not my due date but I paid coz my data limit stopped

2. Although I paid my data didn't start and again had to take $10 add on data and right now using it. 

So are you saying I don't have to make payment on 7 September again? Then will my data start normally?

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It sounds like you merely added funds to your balance. This didn't do anything as you saw. It kept your otherwise renewal date.

Then adding the add-on would have drawn down some of your funds.

Then come time for the renewal you'll probably need to add a few more to your available balance to renew.

And then you'll be back to your plan data and the add-on will sit there waiting for you to possibly go over again.

[Donna]

Thanks for the reply. Please note the below:

1. Today was not my due date but I paid coz my data limit stopped

2. Although I paid my data didn't start and again had to take $10 add on data and right now using it. 

So are you saying I don't have to make payment on 7 September again? Then will my data start normally?

[will13am]

@Donna, you are posting on the community forum where suggestions and discussions are with other customers.  If you use the private message option (little envelope on the upper right corner), you can interact with the moderator team who work for Public Mobile and take care of account related matters. 

With respect to the dilema of running out of data before the renewal date, there are two options, either early renew the existing plan or buy add-on data.  In your case, it looks like you bought add-on data which will restore data usage.  To early renew an account, you need to ask the moderator team to do that for you.  The moderator team can be reached via private message using this link.  Please include in the private message account number and PIN code. Refer to the following knowledge base link for additional information on contacting the moderator team.

BTW, if you usually run low or out of data before renewing, it might be worthwhile to look at a different plan with more data.  The add-on data is quite expensive, although it does not expire like the included data in a plan. 

[RobertQc]

@DonnaWelcome to public mobile 🙂

Think of auto pay as a method for public mobile to charge you IF your account does not have sufficient balance. If you have sufficient balance it does not need to autopay, but auto pay is still configured so you get the reward. I highly recommend everyone to top off in advance as this process can prevent the somewhat common occurrence of autopay failure which causes a HUGE pain in the butt account suspension and loss of service.

If today was your payment due date, then here's what to expect:
1. Expiration of completed period. Account will show "plan expired" sometime before midnight tonight.
2. Conversion of all rewards (including autopay) to available funds at midnight; rewards reset. Payment not collected yet at this point.  Account will show "Your account has been suspended" in big red letters.
3. In early hours of the morning, available funds will be used (if any), credit card will be charged (if necessary), plan will be renewed. Account status will then show "active."

If you look around the self serve pages, you will see two days, a top up day and payment day.  The one shown in the overview page is the day they want people who do manual top ups to put money into the account.  The next day, early in the morning is when the funds are converted into a payment.  The payment day is also shown.

This post explains the renewal process: https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/EXPIRED-vs-SUSPENDED-AVAILABLE-FUNDS-vs...

If it is tomorrow it is "normal" for plan to say suspended and payment will come out tomorrow. If it is not tomorrow and within 90 days see if you can manually make a payment to have your account reactivated automatically. If it does not re-activate only a moderator will be able to access your specific account information. Click this to send them a message Once it reaches 90 days inactive/suspended it will be deleted and removed

I know it can be a little frustrating to wait but if you need to send a message to the moderator team include your name, account number and/or phone number and pin number and they will get back to you asoon as they can between Monday-Friday 9am-9pm (EDT) and Satuday-Sunday 9AM-7:30PM (EDT)

For more information about contacting a moderator Click Here