Bill payed but not receiving service... Urgent

[rbichay]

Hi, 

I recently had my credit card number change. This was the same one I was using for auto pay. I found out that my account service got cut off as a result 

However, I noticed that public mobile still charged my new credit card number somehow ( auto pay is still set on the old card)... 

Now my issue is that public mobile charged me but isn't providing me service ( I see the charges on my new credit card) . Please help ASAP 

[joslynn]

@GinYVR I know.. It's painful... Once I waited 4 days

[GinYVR]

@joslynnThe turn around time for moderators to get back to you is around 48hours +

[stonechucker]

Whenever a plan doesn't renew during AutoPay, please first look for a reactivate button, it's most likely all you need to do *IF* your available balance is enough to cover your plan.

If it's still before noon ET your plan may say expired or suspended, but if service is working, don't do anything!

[kselmak]

---

@rbichay wrote:

My payment history shows the auto pay occurring every month.

Then it stopped once my card expired but it still charged the new card

---

I didn't really understand this one

Could you please take a screenshot of your payment history just blackout the sensitive info.

You should also take a screenshot of your recent transactions in your credircard self serve for the moderators to demonstrate that the funds were withdrawn twice

[joslynn]

@ChuckYeah Tried it all. Still no service. I messaged the mods yesturday.

[ChuckYeah]

Did that activate your account? Does you balance now show the second payment?

If not, 

Contact @Moderator_Team
It can take up to 48 hours for the team to respond to your concerns.

About @Moderator_Team

[rbichay]

I paid my bill i couldn't wait any longer. I've now paid twice

[ChuckYeah]

@joslynn , try making a payment of $1 and click reactivate.

The lost phone trick can also help jumpstart your account

1. Report your phone lost/stolen in the self service account and logout.
2. Wait 5-10 minutes.
3. Re-login and report phone found.
4. Reboot your phone. This seems to reset your SIM card and has been known to reactivate your account.

Recently, the lost phone trick has been blamed for losing people's auto-pay credit, so be prepared for that possibility of you try this one.

[joslynn]

This has also happened to me! I had my service cut off today because the visa expired (same number). I've updated the visa info & paid almost 7 hours ago. Still no service. 

[ChuckYeah]

If your service is now restored, just message a moderator to look at it. 

Contact @Moderator_Team
It can take up to 48 hours for the team to respond to your concerns.

About @Moderator_Team

Make sure to provide a good description of what has happened. You may send personal information in this case if you think it's helpful, ie account number or phone number.

I you have screen shots that tell the story, you should send them too. As for the bank charges, dates and amounts should suffice.

[rbichay]

My payment history shows the auto pay occurring every month.

Then it stopped once my card expired but it still charged the new card

[rbichay]

Ya I'm aware of all that. I had the 2$ auto pay credit.

I ended up paying the bill again because i needed service urgently. I have now paid twice for this month.

I want public mobile to send me a credit

[kselmak]

What is the status of your account?

What are the available funds in your account?

Could you also check your payment history and confirm dates when card was charged

You can check all of this in your self-serve

[mimmo]

You can try the lost stolen trick

 https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-f...

What is your account balance? What does you payment history show?