account suspended for no reason

[kjmember25]

I pay my bills on time every month (never missed once) and my account has been suspended! what is going on? did anyone else get this?

[esjliv]

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@kjmember25 wrote:

my account is "back to normal" and i paid the bill right after I hit the "activate" button.... but why did i get the message in the first place? It was never warranted and I always pay on time and it makes it feel like there is a system problem or something got hacked. Regardless I should never get a message like that when I pay every month on time and before the due date. Concerning.

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@kjmember25 - if you never lost services and today was your renewal day, then this is what happens to all of us.

Our My Accounts show "Suspended" message on the day of renewal, but by later in the day when the plan fully renews the status goes back to normal "Active". But you should never lose services during this time. 

[kjmember25]

Thanks for the help everyone, I am talking to Public in hopes of having them solve the issue.

[BKNS27]

@kjmember25 

Keep in mind that PM is on a 30 days cycle and not a monthly plan. The renewal date is shorten approximately every 2 months.

Surprised you didn’t get a text reminder…assuming this could happen.

[Handy1]

@kjmember25  It’s a known issue that some get a suspended message on renewal even when payments been made long as services work is safe to ignore and will disappear on its own in the following hours after renewal 

[softech]

@kjmember25   did you load enough fund 1 or 2 days ahead ?  Usually with enough fund on Available Fund on My Account, there should be no issue renewing.  I would say it is a one time thing only.  You can open ticket with support but honest, I don't they will find out exactly what went wrong.

Monitor closely on your next renewal, and if  the next one is great, I guess no need to worry  🙂

[kjmember25]

my account is "back to normal" and i paid the bill right after I hit the "activate" button.... but why did i get the message in the first place? It was never warranted and I always pay on time and it makes it feel like there is a system problem or something got hacked. Regardless I should never get a message like that when I pay every month on time and before the due date. Concerning.

[Handy1]

@kjmember25  If you still have services and renewal is today and you made payment  and it says suspended you can ignore this message 

[kjmember25]

paid manually..... nothing was done by auto pay. I paid my monthly bill after i "reactivated" but this should have never been suspended in the first place. Very unnerving, and when you cant talk directly to a customer rep it is worrying and makes me think that something might be up with security or something. 

[softech]

@kjmember25   login My Account again using Incognito mode. You still see the money you loaded showing as Available Fund? That enough for this Account due?   If so, just click Reactivate my plan and see what happens

[kjmember25]

manually... i don't trust autopay for anything

[softech]

@kjmember25 

did you pay manually or rely on Autopay (Pre-authoried payments)?  Autopay could fail unfortunately

Login to My Account using Incognito mode.  Confirm payment page if PM really didn't take the money.  if they didn't, then click Reactivate my plan and follow the steps to make manual payment to resume service

[Handy1]

@kjmember25  

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

My account

Legend  and features

Change plan / update cc /auto pay

Account #/ change # port /swap SIM

If you  still have service and your plan renews today / tomorrow you can ignore this suspended notice