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Spudster
Town Hero / Héro de la Ville

Payment/service issues related to auto-pay renewals

There are a number of customers with payment issues this morning relating to failed auto-pay renewals.  

 

It would be nice if Public Mobile or the @Moderator_Team might post an update to this thread to inform the many users experiencing this. 

 

No need for anyone else to reply with recommendations (I'm not experiencing an impact) -- unless you have direct insight as to cause. 

 

[EDIT:   Oracles, please kindly do not relegate this to the Lounge - thank you]


Accepted Solutions
HALIMACS
Mayor / Maire

Re: Payment/service issues related to auto-pay renewals

@Spudster 

 

Moderators replied to an earlier thread - see below.   It appears they ARE aware.

 

 

HALIMACS_0-1617383691634.jpeg

 

  
Moderator
 
 
36m ago
Re: my plan went inactive this morning

Hello there! 

 

Thank you for reaching us and bring this matter to our attention! 

 

In order to help you with your concern you can create a ticket and one of our moderators will provide you with assistance and review the details on your account.

 

Best Regards 

PM Team 

View solution in original post


All Replies
gdrinnan
Great Neighbour / Super Voisin

Re: Payment/service issues related to auto-pay renewals

Same thing happening to me!

It seems selfserve.publicmobile.ca is down, not sure what we can do about this.

hairbag1
Mayor / Maire

Re: Payment/service issues related to auto-pay renewals

@Spudster...

some seasoned PM users will manually pay their plan costs a few days ahead of renewal. Put $$ into Available Funds ahead of renewal and then the credit card / debit card doesn't get touched. This seems to make the renewal process happy.  You'll also get the Autopay Reward.

softech
Mayor / Maire

Re: Payment/service issues related to auto-pay renewals

@Spudster  agree... i was to post something like that.  A big enough issue like this, mod shouldn't be quiet like this.

 

Also , if PM sees their Autopay issue, they should SMS affects users directly , in this case, ask them to manually pay for this payment to avoid service interruption.

 

Masterandy80
Good Citizen / Bon Citoyen

Re: Payment/service issues related to auto-pay renewals

Yep same thing here and cannot log in to do anything about it or see what's going on

 

softech
Mayor / Maire

Re: Payment/service issues related to auto-pay renewals

@hairbag1  while this is a good and safe way to assure no loss of service, this defeats the purpose of autopay.  Autopay should give us peace of mind..

 

 

hairbag1
Mayor / Maire

Re: Payment/service issues related to auto-pay renewals

@softech...

no argument here...but this is Public Mobile, sometimes weird things occur.

You would think Autopay would be bullet- proof eh.

edit...the "autopay glitch" has been around for 3 years that I'm aware of. Until autopay is fixed...manually prepaying assures the renewal process is successful.

esjliv
Mayor / Maire

Re: Payment/service issues related to auto-pay renewals


@Spudster wrote:

There are a number of customers with payment issues this morning relating to failed auto-pay renewals.  

 

It would be nice if Public Mobile or the @Moderator_Team might post an update to this thread to inform the many users experiencing this. 

 

No need for anyone else to reply with recommendations (I'm not experiencing an impact) -- unless you have direct insight as to cause. 


@Spudster - agreed, this would be quite useful for PM to advise or make some kind of announcement.

 

I know we are not supposed to say "contact the moderators" if fixes can be made like, making a manually payment.

But I think any time an AUTOPAY fails customers really should be letting Public Mobile know each time it does. Autopay failures should be reported even if the user can get their services up and running on their own.

 

Keeping balances in our accounts so autopay does not fail is a bit ridiculous IMO.

 

I do not keep balances in my Electric, Internet, or TV Company's account; so, why should I for my cell phone account?

Spudster
Town Hero / Héro de la Ville

Re: Payment/service issues related to auto-pay renewals

I'm glad this is prompting discussion - that's partially the purpose of posting.  

 

FYI -- I'm not looking to assign a solution and would only likely grant one to a Moderator or PM staff, if they would be kind enough to weigh in on this thread for the benefit of customers experiencing this problem.

danton
Great Neighbour / Super Voisin

Re: Payment/service issues related to auto-pay renewals

Auto pay stopped working today. Website is not loading etc. Cannot access my account...

Why the website is not working it is slowest website ever even in 90's websites were loading faster:(

 

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