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locked from account and auto pay due to "fraud"

QBea
Great Neighbour / Super Voisin

Buckle in - long story...  My autopay was set up with Mastercard, and my card was compromised in October.  As soon as I received my new card I logged in and entered it.  My monthly payments have been billed and processed - so I thought.  Yesterday, my phone stopped working.  I did not receive any notification that there was an issue with my account.  I tried to log in but was locked out.  Support told me it was because my October payment was received then reversed.  Mastercard reversed the monthly payment without my consent so this payment was not made.  I was not aware of this as PM charge appeared on my October MC statement and the subsequent monthly payments appeared as well.  After communication with support yesterday, I was informed that I needed to pay the owed amount before my phone would be reinstated.  But as I could not log in I could not pay.  Then I was informed that I have to pay via voucher.  I bought a "voucher" and finally got the payment made on my account. I have since learned I'll be locked for ONE ENTIRE  YEAR because of my "fraudulent" actions.  I find this very unfair and unjust.  I am questioning now if I should seek a new provider.  Does anybody have any advice as to how I can regain access to my account online again?  I have requested a review as my account has never had an issue, and I have been a customer for years.  I'm still waiting for a response from the PM team.

3 REPLIES 3

shuaib2s
Good Citizen / Bon Citoyen

Same issue I had recently. I spoke with a customer service agent and told them about the voucher and included a screenshot and they are working on unlocking my account atm. What I am unsure about is if I will I have to continue using vouchers or if I can pay regularly.

hTideGnow
Mayor / Maire

hi @QBea 

the PM payment likely was revered and hence got the problem.

it is very trouble if a PM charged is revered.  But work with PM support agent for a solution, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

  

  

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