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my plan suspended

grinandbearit
Good Citizen / Bon Citoyen

Been on the same $10 plan for years on autopay. Accumulated many gigs/minutes of gifts/bonuses and yearly discounts off the price. PM took out my usual payment on april 28 and then promptly suspended my account a few days later. Apparently in their new price increase they neglected to mention that they would be revoking all accumulated perks and starting you back at square one.  Is this how PM was supposed to do the price increase? Wow! I was expecting a $3 increase to come along but not this!!

So who am I supposed to contact to look into the way my account was handled? There is no simple 'If you need to contact a moderator this is how you do it....' on the main community page. There really needs to be something better up on the main page to guide people having issues.

Anyways, was the above account handling supposed to happen in that fashion or was I just lucky....

 

1 ACCEPTED SOLUTION

Accepted Solutions

softech
Mayor / Maire

@grinandbearit   your plan is currently suspended?  Can you check your transaction log in Self Serve My Account as well as your own credit card to confirm if PM took $10 or $13 from your credit card?    There was another customer in such a situation.  If PM only took $10 out of your credit card, you might need to top up extra $3 to reactivate your plan.  Or post us a screenshot of your transaction history 

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20 REPLIES 20

esjliv
Mayor / Maire

@grinandbearit  - we are all customers like you here on the forum.

 

Perhaps lodge a complaint to CSA.

Public Mobile Representatives customer support agents (CSA), by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

 

Community_QA
Model Citizen / Citoyen Modèle

@grinandbearit wrote:

 Apparently in their new price increase they neglected to mention that they would be revoking all accumulated perks and starting you back at square one.  


Not true.  Your rewards will all stay the same.  Only price increase, they didn't take things away

softech
Mayor / Maire

@grinandbearit   your plan is currently suspended?  Can you check your transaction log in Self Serve My Account as well as your own credit card to confirm if PM took $10 or $13 from your credit card?    There was another customer in such a situation.  If PM only took $10 out of your credit card, you might need to top up extra $3 to reactivate your plan.  Or post us a screenshot of your transaction history 

grinandbearit
Good Citizen / Bon Citoyen

The payment that came out on the 25th of the month was for the usual $5 + tax.  It is like they completely disregarded the fact that it was autopayed a couple days before and this is what I see on my account. You can see I still have a $10 credit sitting there as well as autopay still set up.

  • Your plan expired on Apr 28, 2022.
  • Top up before Jul 27, 2022 or your account will be deactivated.
  • Current Balance: $10.00
  • Amount Due: $3.00

grinandbearit
Good Citizen / Bon Citoyen

It looks like PM, instead of taking the $3 from autopay, suspended the account. I just manually paid the $3 and the account is active again. Seems, to me, like they need to work a few glitches out of the system.

 

It also looks like all my bonuses/rewards are there again so they weren't all swooped away.

 

Thank you to all who responded.

Meow
Mayor / Maire

@grinandbearit wrote:

Apparently in their new price increase they neglected to mention that they would be revoking all accumulated perks and starting you back at square one. 

 


I do not believe PM will remove all your accumulated reward due to $10 Plan price increase.

You are still under the same plan just 30% more expensive...

@grinandbearit   

Yes, they increased the price to $13 but their system wasn't programed to take the extra $3 yet.  I hope they will have the issue fixed for next month

 

I suggest you to open a ticket with PM to tell them what happened and tell them you are not happy, I think they should do something to compensate your lost of service since April 28

grinandbearit
Good Citizen / Bon Citoyen

Thanks Meow. Saw my stuff is all back and good to go....well, except for the 30% extra 😀

@grinandbearit    You need to add another $3 (price increase amount) to your account and then click the Reactivate option to activate the account.  It seems like autopay may have failed and that's why you now need to top up with the $3 since you have a balance of $10 on account.

 

Make sure to clear browser cache/cookies and use incogntio mode or another browser before logging into the account.  Reboot the pone afterwards too.

 

Edit:  @grinandbearit   odd but I didn't see your post saying that you added the $3 and got the account activated when I was typing mine.  Glad you figured it out.