uke

[uke]

My preauthorized payment plan seems to have been cancelled for some reason. I have updated my credit card information but have now been notified my phone plan might be cancelled. I just made a payment to keep my account current but it does not appear have have been applied. I know you have my old and updated credit card numbers because they show on my account. Old card  has been cancelled, new card should be in effect

[hTideGnow]

hi @uke 

do you have service now? 

and when was Jan payment? PM charges every 30 days

[uke]

I thought my preauthorized payment situation was resolved when my January payment was posted 2 weeks ago. In checking my bank account, no February payment has been posted and it's beyond the normal payment date schedule. Has the problem been resolved?

[CSA_PM]

Thank you for the escalation. Situation solved privately .

[Dunkman]

@uke 

Unfortunately, for some reason, some customers have issues with updating credit card and paying afterwards.  Have you tried updating the information on the PM app?  If on the website, try a different web browser, clear cache or incognito mode. 

I will try to escalate to CSA_PM agent. 

[uke]

I updated my credit card weeks ago. There has been no traction on it from you. I have trying to get back on my preauthorised payment plan over and over and over and over and over again for a month with no result and you have now terminated my phone plan. I have spent close to 7 hours trying to get this resolved. This is very frustrating.%”

[hTideGnow]

hi @uke 

did the payment history show PM took the money? or you just updated the credit card and didn't really pay?

check payment history page first