autopay did not take payment and has set my account to suspended I have no service

[zatrinna]

My autopay was to go through today. None of my information has changed in months (name address, plan, ph#, credit card). Instead of collecting the funds from my credit card, it set my account as suspended. I called my card company and no payment has been attempted. I tried to pay manually through the PM portal online and also through #611 but to no avail. They both give me the message "Unable to process this transaction. 
Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged." What has changed with PM that I am now unable to pay as I have for months/years? How do I actually get a response from anyone in management? I have sent messages through the boards here both to the main management account and to Mary with whom I have dealt with before. I am without any phone service and I am truly not impressed with the situation.

[RobertQc]

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@zatrinna wrote:

I've been with Public mobile for 8 years or so. I was a customer before they ever changed things to their current state. I pay for a higher tier plan and continue to stay with them even with the changes. That said, I have heard back from their attendants and the issue I hope will be dealt with. Attempting to input the information for my card in different ways (changing address to include apartment in main line)seems to have caused more problems than the initial issue. They not only did not withdraw the funds, but put a block on the card that has been used on the account for months. Here's hoping things get fixed. I would suggest to anyone else with this problem please don't try to remit payment more than once so you won't have the same trouble.

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@zatrinnaGlad to hear you got a response from them. I know it can be frustrating but good things come to those that wait and that is good advice for future readers.

[zatrinna]

I've been with Public mobile for 8 years or so. I was a customer before they ever changed things to their current state. I pay for a higher tier plan and continue to stay with them even with the changes. That said, I have heard back from their attendants and the issue I hope will be dealt with. Attempting to input the information for my card in different ways (changing address to include apartment in main line)seems to have caused more problems than the initial issue. They not only did not withdraw the funds, but put a block on the card that has been used on the account for months. Here's hoping things get fixed. I would suggest to anyone else with this problem please don't try to remit payment more than once so you won't have the same trouble.

[RobertQc]

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@zatrinna wrote:

I'm still paying for a service which I am unable to actually use. I suppose that you feel a more inexpensive product should not actually be as described... because it costs less? I pay to have phone service, and I do expect to actually have that service. I don't come here to complain or question every little thing, but no service at all and no means of rectifying the situation is a good reason to expect some response from the company. I realize issues may happen, and here I am when one does occur. I think your condescension and response are unwarranted. I appreciate helpful tips and tricks, but blaming the user for a companies faults is wrong.

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@zatrinnaYou don't pay to have top notch customer service. If you contact customer service you have to wait for them to respond. It is not unacceptable.

@zatrinna wrote:

I have sent private messages to moderators and have yet to recieve any response. The moderators are soon off duty for the day and here I am with no service. This is unacceptable.

It's what you paid for.

@zatrinna wrote:

The lack of actual customer service is truly pitiful.

 ....  recharge.com ..... payment voucher....

@zatrinna wrote:

 no service at all and no means of rectifying the situation

[zatrinna]

I'm still paying for a service which I am unable to actually use. I suppose that you feel a more inexpensive product should not actually be as described... because it costs less? I pay to have phone service, and I do expect to actually have that service. I don't come here to complain or question every little thing, but no service at all and no means of rectifying the situation is a good reason to expect some response from the company. I realize issues may happen, and here I am when one does occur. I think your condescension and response are unwarranted. I appreciate helpful tips and tricks, but blaming the user for a companies faults is wrong.

[RobertQc]

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@zatrinna wrote:

I have tried everything but for some reason the site nor the phone will accept my credit card. They tell me they can not verify it regardless of how I input my address. Nothing has changed since last month or the previous 6 or 7 months since I updated my credit card with the new number(I got a new card as the previous was expiring). I need to know what the F changed with PM or what is going on. I need an actual person to contact me and get this sorted out. I am frustrated as nothing I do will work. I have autopay set so that I don't have to prepay every month. Having to log in and send funds ahead of time so that I can have it automatically done is not acceptable. Auto pay means I don't have to fiddle around and that the money is withdrawn every month when it is due. I have been a customer for years but this is ridiculous. The lack of actual customer service is truly pitiful.

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@zatrinnaThen move up a tier and get a service that provides "more for more" you are currently at the place with the company statement "less for less", the "phone company without a phone number". You pay less money because the method of contact is done through private messages not telephone. They don't spend money on call centers and most of us here are happy about it. You get what you pay for and this is a service is for a more hands on, proactive, self serve kind of person. They make it quite clear what they provide all over the website even on the sim card you had in your hand.

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@zatrinna wrote:

I have tried everything

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Like I said, you can at least purchase a voucher from recharge.com and get your service running now while you figure out your credit card problems.

[zatrinna]

I have sent private messages to moderators and have yet to recieve any response. The moderators are soon off duty for the day and here I am with no service. This is unacceptable.

[zatrinna]

I have tried everything but for some reason the site nor the phone will accept my credit card. They tell me they can not verify it regardless of how I input my address. Nothing has changed since last month or the previous 6 or 7 months since I updated my credit card with the new number(I got a new card as the previous was expiring). I need to know what the F changed with PM or what is going on. I need an actual person to contact me and get this sorted out. I am frustrated as nothing I do will work. I have autopay set so that I don't have to prepay every month. Having to log in and send funds ahead of time so that I can have it automatically done is not acceptable. Auto pay means I don't have to fiddle around and that the money is withdrawn every month when it is due. I have been a customer for years but this is ridiculous. The lack of actual customer service is truly pitiful.

[Anonymous]

First try it different browser internet, 

if you have credit card expiry date.

First you have to removing the existing card and add your new credit card

You have to Re-enter credit card information .

Like your name and credit card number and expiry date.

if not working you have to try to log out from your account and close all browser internet after 5 mint login.and if you dont working 

you need send a private message To

customer support teams (Moderators)>> Click here 

In your message put it, please include.

- your Name 

- your account number ,if you have it 

- your phone number 

- your account, 4 digit PIN

- date of birth 

- Detailed explanation of specific your issue 

- them can help you a lot nice service Team

Waiting for Response, Community Moderators are available from:

Monday to Friday from 9am (EDT) to 9pm (EDT) Saturday and Sunday from 9am (EDT) to 7pm (EDT)

During business hours, we strive to answer all customer messages/inquiries as soon as possible. Usually, that is within an hour, but in peak periods, it could be as much as within 72 hours of receiving the message.

And be patient please

Good Luck

[RobertQc]

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@zatrinna wrote:

My autopay was to go through today. None of my information has changed in months (name address, plan, ph#, credit card). Instead of collecting the funds from my credit card, it set my account as suspended. I called my card company and no payment has been attempted. I tried to pay manually through the PM portal online and also through #611 but to no avail. They both give me the message "Unable to process this transaction. 
Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged." What has changed with PM that I am now unable to pay as I have for months/years? How do I actually get a response from anyone in management? I have sent messages through the boards here both to the main management account and to Mary with whom I have dealt with before. I am without any phone service and I am truly not impressed with the situation.

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'@zatrinna Unfortunately, sometimes auto pay fails. 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.

For immediate service you may want to purchase a voucher from recharge.com, The PM self serve payment system can be fussy. You can try different browser / clearing cache and sometimes private browsing / incognito mode.  Confirm the billing address from your credit card statement is exact, including periods, spaces, capitalization and punctuation. If you live in unit/apt 206 and the billing address on your statement is "206-XXX street name" then enter it as that, and leave the apt field empty. Try removing / adding a space from the postal code.