account still suspended after payment made

[squirrel_girl]

Hi, I know this topic has been posted before but I can't seem to find a solution. My payment was due yesterday to renew my account for my 30 day plan. Unfortunately I didn't make a payment until this evening. My account shows that I have made a payment but it still says that my account is suspended. What's odd is that it says that I must now make a payment before Feb 22 in order to maintain my service...so obviously hey have my payment but I don't have my service! I've contacted customer support but I don't feel hopeful/don't want to wait 48+ hours without service. Thanks

[koimr1]

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@Tristan84 wrote:

I have same problem and i cant figure out how to email PM dang

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Send a private message to the mods by clicking here

Make sure to include your phone number, email address and description of what's happening (or not happening) and they will look into it and get ya fixed up. 🙂

[Tristan84]

I have same problem and i cant figure out how to email PM dang

[Shazia_K]

Hello @aswathysomanath,

I'm sorry about this, 

I will be glad to rectify this for you right away, would it be possible for you to send me your Public Mobile phone number via private message?

Thanks,

Shazia

[aswathysomanath]

Hello @Shazia_K,

I had recently purchased a public mobile sim card and made the payment online for a 90 day plan. When calling 611, I can see that I have got 90 dollars credit in my account but my account too is being mentioned as 'temporarily suspended', similar to the issue mentioned in this post. It has been over 4 days that I have been facing this problem.

Could you please guide me in solving this issue as early as possible?

PS: Please let me know if this question needs to be raised in a separate post. I have posted it here as this post was pertaining to this particular issue.

Regards,

Aswathy

[Shazia_K · Accepted solution]

Hey @squirrel_girl

I am sorry to hear that you are still not able to use your services, would it be possible for you to view your private messages in order to resolve this issue?

Thank you 🙂

Shazia

[squirrel_girl]

Hi Jeremy, thank you for your response. I don't know exactly what "power cycle" my phone means...I guess a "hard reset"? Where I force it to power off? I tried that...twice now. The thing is, this isn't an issue with my device, but rather with PM. They are telling me my account is still suspended despite having receiving my payment in full!!!

[Jeremy_M]

Hi @squirrel_girl,

Thank you for your patience, I've sent you a private message as well. Please, power cycle your device and you should be good to go 🙂

Thanks,

Jeremy

[7789849803]

Sorry @squirrel_girl - they don't send confirmation emails. But as long as you saw the confirmation message on the Contact Us page when you clicked the "Send" button on the webmail, you should be all set.

Also, AFAIK, there are no refunds on service. But you may be able to ask PM support to refund the small amount you paid in addition, since it's lying unused in your account. Maybe they'll be able to make an exception in this case, given your suffering due to lack of service.

Please let us know what you find once they respond.

[squirrel_girl]

Thanks for your response. Should I have recieved a confirmation email from PM to say that they received my email? I can't afford not to have service...I don't want to wait 48hts only to find that the email didn't go through. Also are you aware if they issue refunds? I won't require service after this month so it would be nice to get that money back. Thanks!

[7789849803]

Hi @squirrel_girl - please note that any additional funds you added to your account and weren't necessary for your recent renewal will carry over for use with your next renewal.

As far as your not having service goes, as much as I'd like to help you get your service up and running immediately, I'm afraid that's not possible. The only way is for you to wait for PM support to respond to your email (which you state you've already sent). Their response times have been good recently, so I'm assuming your service will be restored tomorrow morning. But there's nothing more any of us can do for you until after the 48 hour waiting period of your having sent that first email.

Hang tight - your service will be back soon!

[squirrel_girl]

PS it was only showing that I paid $45.00. So I thought maybe I should make a payment of the tax $5.85...that did not seem to help. My balance is still at $0 and still suspended, except now I've wasted even more money! This is ridiculous!!