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Good Citizen / Bon Citoyen

PM billing/payment improvement to reduce impact to service

Today, my PM service got shutoff and upon login despite having auto-pay turned on and regular billing all the past months, the service got turned off because the PM billing system identified there was some change in the CC or too many payments the day of the payment.

 

The credit card company no issues and other authorized payments went through. But the PM system doesn't allow to even re-enter the credit card details again so it seems like a glitch in the system.  The only solution is to share details about the CC in a post to the moderator.

 

Is there a way to allow the system to re-enter the CC as a new CC?

Are there plans to add paypal?

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Mayor / Maire

Re: PM billing/payment improvement to reduce impact to service

Since you are already in contact with a Moderator, best to ask him/her how to handle or fix this issue.

 

PM has not announce any plans to add paypal.

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Good Citizen / Bon Citoyen

Re: PM billing/payment improvement to reduce impact to service

Am I correct in that it won't allow a user to re-enter the credit card again (eventhough it is still valid)?

I haven't seen this problem in any other self service portals where you can re-enter the payment information.

Since the service has been down for a day and waiting for the moderators who maybe busy, I'm just trying to understand if the only option is to use a new credit card.

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Mayor / Maire

Re: PM billing/payment improvement to reduce impact to service

Since a Moderator is already involved, I would not make any changes to your credit card for now.

 

At a later time (or if suggested by the Moderator), you can try removing/deleting the credit card and adding it back in again.

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Mayor / Maire

Re: PM billing/payment improvement to reduce impact to service

@kaiser_soze Try clicking reactivate and making a one time payment of $1 with the exact same information. If it works then you know it's a pm issue.

 

Also if it works, click reactivate and try making a one time payment of your plan amount. One of these may solve your issue and the funds will stay there to pay for your plan once the mods fix you up.

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Good Citizen / Bon Citoyen

Re: PM billing/payment improvement to reduce impact to service

Thanks for the suggestion but neither worked:

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.
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Great Citizen / Super Citoyen

Re: PM billing/payment improvement to reduce impact to service

1. If you mean by service cut-off that your can't use your phone to make calls or send texts, then it is an issue only a moderator can help you with.

 

2. If it's just a reactivation issue, it normally happens on the day your payment is due and should get back to normal the next day. So you may not need to re-enter anything.

 

Hope this helps!

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Mayor / Maire

Re: PM billing/payment improvement to reduce impact to service

@kaiser_sozeGo to a store and purchase a voucher to get your phone up and working first. Then maybe contact the moderators by clicking on the ? on the lower right hand corner and see if they can enter your card for you manually.

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Good Citizen / Bon Citoyen

Re: PM billing/payment improvement to reduce impact to service

I ended up paying through an alternate card. Yes, voucher would have been another option but didn't have the time to get to a store.

The cause of the problem turns out that Public Mobile's billing department turned on a new check where the profile name is being compared to the billing name in payment and if these names are different, your credit card will be rejected and your service will be suspended.

It doesn't matter what you use in the billing name under payment. This is sort of different from other providers or websites like Amazon where your profile name and billing name don't have to be the same.  But somehow PM turned on this check. I wish I had been notified through some text message that such a check is being done.

 

So I just wanted to notify other users to make sure your profile name and billing name are exactly the same to not run into the same problem I had.

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Mayor / Maire

Re: PM billing/payment improvement to reduce impact to service

 @kaiser_soze 

Did the moderators tell you this? And now it works? That's very surprising. I seem to think there are many people that handle multiple accounts using the same payment card. They seem to work. Interesting.