03-13-2017 11:30 AM - edited 01-05-2022 01:50 AM
Hi,
I have autopay on but decided to check on my account.
Logged in and saw: "
Solved! Go to Solution.
03-21-2017 02:43 PM
Hey @CFAguy,
Feel free to send me a private message including your phone number. I can look into your account status and make sure that everything is in order 🙂
Thank you,
Mary
03-21-2017 01:58 PM
I'm not sure if I did or did not have service. I did do a manual payment though and got a text at noon that my plan didn't renew as well.
I have not been double billed at this time though.
I'd suggest that maybe @Shazia_K can help look into your account if you PM them
03-21-2017 01:31 PM
I had the same problem today (my renewal date). I'm on autopay, noticed I had no service in the morning, logged into account and saw the Suspended status, made a manual payment which reconnected my service, and then got the text at noon that my plan did not renew. Now I'm worried that I'll get double billed. Did that happen to you @jctdot?
03-13-2017 04:11 PM
03-13-2017 04:09 PM
@Shazia_Kre-sent my message with my phone number, thanks!
03-13-2017 03:28 PM
Hey @jctdot,
Thank you for reaching out!
Can you please include your Public Mobile phone number in your private message.
Thanks,
Shazia
03-13-2017 03:22 PM
to clarify - once I paid it manually this morning, the warnings cleared (although I did get that weird text message at 12pm, after I manually paid)
Will wait on mod reply. thanks all!
03-13-2017 02:31 PM - edited 03-13-2017 02:33 PM
______________________________________________________________________
I am not a mod. Do not send me private message with your personal info.
If you need to contact PM Customer Support Agent, send a Private Message.
03-13-2017 12:33 PM
thanks! i'll keep an eye on it next time and talk to the mods as well
it's a bit concerning to see that the account is even listed as suspended though!
03-13-2017 12:21 PM
I never got that error message so I would keep an eye on your service then just to make sure. It is a bad glitch that suspends your account but the best thing to do is if on autopay just let it roll out with the payment. People who have seen the message and have then done something are the ones that have sometimes had issues. I don't blame them for trying to make the payment either as the provider shouldn't have 2 renewal dates and a suspended service message when it isn't. This is something that really needs to get fixed up.
* I am happy to help, but I am not a Customer Support Agent please do not include any personal info in a message to me. Click HERE to create a trouble ticket through SIMon the Chatbot *
03-13-2017 12:17 PM - edited 03-13-2017 12:18 PM
can't check cc info that quickly yet but I'll keep an eye on it
I do have service, although I got a text message just now saying: "Sorry your plan did not renew because we did not receive your payment." (even though I did pay it manually earlier)
03-13-2017 12:10 PM
@jctdot, it is a known glitch and there are also 2 renewal dates listed with your account. There is a payment due date on the main page of your account and if you click on your rewards tab there is a date that is the next day from the main page. I find that the rewards date is the correct one. My Main page says May 1, 2017 and rewards is listed as May 2, 2017 and my payment will be on May 2.
So if you were to go into your rewards tab I bet it would say payment due date would be today, but as you have paid it may now show your next renewal date.
* I am happy to help, but I am not a Customer Support Agent please do not include any personal info in a message to me. Click HERE to create a trouble ticket through SIMon the Chatbot *
03-13-2017 11:56 AM
@jctdot, You should check your credit card online to see if you've been double charged.
Do you have service today? You haven't said yes or no to that question.
03-13-2017 11:38 AM
whoops! hope I didn't pay it twice then
renewal was actually on the 12th, yesterday.
03-13-2017 11:34 AM
common issue. if you have service ignore it. check it tomorrow and it will be fine.
if no service then raise a concern.
03-13-2017 11:32 AM
@jctdot was your renewal d ay today? if so your account always says that on the day of expiry, some dumb glitch in the system.
Even if you paid manually as long as you have autopay setup, you will get hte discount.