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zandy
Great Neighbour / Super Voisin

Payment declined September 2020 for no reason

Good morning,

I have used my current valid credit card on auto pay for months with no problem.  Yesterday I had a message that my payment was declined by my issuing bank, the payment page will also not accept my husbands card, which was accepted the day before for his autopay. 

 

I have spoken with my issuing bank and there are no declines on my current statement and there is no reason for my card to be declined. 

 

I noticed that there are others on the community board yesterday indicating they are having payment problems.  Please advise when this will be rectified.

 

Thanks!


Accepted Solutions
kb_mv
Mayor / Maire

Re: Payment declined September 2020 for no reason

@zandy There is an ongoing issue with the "AutoPay" on some accounts failing and then having other issues when people try and fix it. A moderator can help you out. You can contact the mods one of 2 ways. Click the question mark bottom right of the browser as shown in the picture and open a ticket through the automated ticketing system, use "autopay failed" as a subject;

 

kevenv_2-1599233493879.png

 

or you can contact them through direct messaging at the following link (note this way may take longer for a response);

 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

 

In either case you should receive a reply within 48 hours though typically they are much faster. Watch the envelope icon top right for a reply.

View solution in original post


All Replies
kb_mv
Mayor / Maire

Re: Payment declined September 2020 for no reason

@zandy There is an ongoing issue with the "AutoPay" on some accounts failing and then having other issues when people try and fix it. A moderator can help you out. You can contact the mods one of 2 ways. Click the question mark bottom right of the browser as shown in the picture and open a ticket through the automated ticketing system, use "autopay failed" as a subject;

 

kevenv_2-1599233493879.png

 

or you can contact them through direct messaging at the following link (note this way may take longer for a response);

 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

 

In either case you should receive a reply within 48 hours though typically they are much faster. Watch the envelope icon top right for a reply.

View solution in original post

zandy
Great Neighbour / Super Voisin

Re: Payment declined September 2020 for no reason

Thank you! Will try this.

darlicious
Mayor / Maire

Re: Payment declined September 2020 for no reason

@zandy 

Do you have service? Do you have another card you can use to pay and reactivate? You can purchase a voucher at london drugs, SDM, Shell, Mobil for immediately redeemable payments thru 611. The moderators/ tech team can fix the issue but it can take a couple of days it's a glitch with the security of the credit card.

 

Once you contact the moderators keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up service times.

zandy
Great Neighbour / Super Voisin

Re: Payment declined September 2020 for no reason

Thanks, all great helpful info!

benfatto
Town Hero / Héro de la Ville

Re: Payment declined September 2020 for no reason

@zandy  You must assume this bug will never be fixed and act accordingly. 😢
One annoying, but safe, approach is to leave autopay engaged and make a manual payment for your renewal amount. 

kbisbee
Great Neighbour / Super Voisin

Re: Payment declined September 2020 for no reason

48 hours?  48 hours without phone service is an obscene amount of time, especially when this is a problem with your service.  Fix it, now.  I've just spent over an hour to try and get through this problem with the chat box, which was useless, and then having to create a community account and answer more questions to create a ticket.  

Tags (1)
kb_mv
Mayor / Maire

Re: Payment declined September 2020 for no reason

@kbisbee Try this:

Contact them through direct messaging at the following link (note this way may take longer for a response);

 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

 

In either case you should receive a reply within 48 hours though typically they are much faster. Watch the envelope icon top right for a reply.

cavemantoronto
Mayor / Maire

Re: Payment declined September 2020 for no reason


@kbisbee wrote:

48 hours?  48 hours without phone service is an obscene amount of time, especially when this is a problem with your service.  Fix it, now.  I've just spent over an hour to try and get through this problem with the chat box, which was useless, and then having to create a community account and answer more questions to create a ticket.  


48 hours is approximate. It could be 10 minutes or it could be 10 hours.

z10user4
Mayor / Maire

Re: Payment declined September 2020 for no reason


@kbisbee wrote:

48 hours?  48 hours without phone service is an obscene amount of time, especially when this is a problem with your service.  Fix it, now.  I've just spent over an hour to try and get through this problem with the chat box, which was useless, and then having to create a community account and answer more questions to create a ticket.  


Yup. Fix it, now. It's terrible.

In the meantime, there are options. You can buy a voucher from many stores online or the instant top-up from some stores. Then use the 611 service to redeem the voucher. You might even be able to make a payment with the pre-registered payment card that doesn't work in the self-serve. Let us know if that idea works.

Need Help? Let's chat.