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Brian_J
Good Citizen / Bon Citoyen

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

@PMOttawa I'm curious, was your auto-pay issue a preauthorized payment by Credit or Debit Card, and did PM fix it without you having to make a manual payment?

Canlan54a
Great Citizen / Super Citoyen

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

by cc and no they have not so far and likely not fix it without my having to make a manual payment

PMOttawa
Good Citizen / Bon Citoyen

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

It was an autopay issue. But managed to do a manual payment. I might get charge twice... Will find out later but at least service was back. 

Brian_J
Good Citizen / Bon Citoyen

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

@PMOttawa Once your bill is paid I don't think PM will attempt to take another payment, but never say never

esjliv
Mayor / Maire

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


@PMOttawa wrote:

It was an autopay issue. But managed to do a manual payment. I might get charge twice... Will find out later but at least service was back. 


@PMOttawa , Public Mobile Autopay should only take what is owing. So if you paid manually, there will be nothing for Public Mobile to charge you for the prepaid service.

So I think you will be all good. 😀

darlicious
Mayor / Maire

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

@Canlan54a 

I'm not apologizing for public mobile I'm just stating that customers need to have reasonable expectations of a third tier prepaid service that does not offer a traditional pre-authorized autopay system. All other providers require you hand over authorization to bill your credit card at their discretion. Public mobile does not do this. You only hand over authorization for them to attempt a one time payment only of the amount owing to renew your service. That's it.

 

I have never given any service provider pre-authorization to bill my credit card at their discretion. The only reason I gave pm the ability to an attempt a payment is because it is one time only. Seeing as my two renewal payments are essentially $0 my card on file for both accounts has a balance of $0.27 as I don't rely on autopay to pay my bill and when I did I always manually topped up my account ahead of time so as to never experience this issue. I did experience an exceedingly rare renewal failure ( funds were already in my balance in my account) but I didn't get bent out of shape about it. I always prepare for the worst and hope for the best.....by having a second account along with the fongo and textnow apps.

 

If the zombie apocalypse occurs.....or more likely on the westcoast a destructive earthquake or tsunami you would want to know me to survive the aftermath....I am prepared.

Canlan54a
Great Citizen / Super Citoyen

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

Point taken. My point is that whatever their billing system is (and PM is not the only business to use this method of billing) as I have had 2 other services using this same method for some time without any issues related to this, they should ensure that is properly debugged and ready for prime time before they roll it out and not just wait for it to consistently cause issues that they continually need to attend. Hiccups do happen, I get that, but this is something that the end customer should not have to concern themselves with or even need to discuss, never mind having to do their own work arounds to fix something that is PM's problem. From the customers point of view, it's not their problem what PMs administrative decisions or operational issues are they just  want a system that works for them at a price they can afford and are willing to pay. We know one of the sacrifices of subscribing to a budget service is that  we have to lean on each other for support to sort out what are the most routine set up and account maintenance issues, we should not have to constantly worry, troubleshoot and discuss never mind accept what operational issues PM from time to time encounters. Yes, any system encounters glitches from time to time but they are generally pretty rare, brief and almost always remedied, usually at least to attempt to ensure they don't recur.

When Microsoft releases a new operating system which I know from many years of experience is never completely debugged (usually not much past beta) their business model is to sell it to the customer and let them complete the debugging process for them free of charge in the manner of having your machine send continuing bug reports and then patching them.

My point being that at least when they receive the feedback from the customer, they fix the problem. PM has chosen the business model of allowing the customer to provide their own support and a method to also facilitate reporting issues which may be customer specific or possibly as in this case inherent system issues. For heavens sake if a customer does them the favour of reporting a fixable system problem that should be addressed at least thank them and address the issue.

In summary, yes as a budget service we can accept routine support is through the forum between ourselves, but PMs obligation is to at least to provide and maintain the service itself they are selling us, budget tier or not.

dianecreative
Good Citizen / Bon Citoyen

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

hear hear!

darlicious
Mayor / Maire

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

@Canlan54a 

I don't disagree with your thoughtful and and well written reply. In a perfect world none of this would ever happen. On a whole and for the price and for the business model public mobile promotes itself on the system works pretty well but there is always room for improvement. At pm that includes the autopay system, self serve etc....and in some areas there are promised changes coming.... eventually?

 

If I consider all of the service providers I have dealt with over the years from Rogers negative billing practices, major billing errors and quite frankly what I consider fraudulent billing charges that took six months or more to be sorted out if it all.....from shaw, fido and telus. I would spend hours and hours on the phone each month attempting to straighten out my billing only to open my bill the following month and have the same errors if not more and interest charges for unpaid amounts that I didn't owe for in the first place.....and believe me if they had charged to a pre-authorized credit card can you imagine trying to sort out that nightmare on a payment already made?!!

 

Having autopay fail if ever....once in a blue moon and the maybe 10 minutes it takes you to make a payment and reactivate your service is a small price to pay to avoid having to deal with billing errors experienced at other service providers. If you have never had to spend a couple of hours at least on the phone and/or sending emails to sort out a billing issue then you lived a pretty charmed life.  Payment and billing issues exist at every provider they just differ in their nature and almost everyone experiences them at some point in time.

softech
Mayor / Maire

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

I agree with @Canlan54a . 

 

Its Tier3 providers does not mean its acceptable to give us Tier 3 systems.  We expect full online support because we paid less but we shouldn't accept to use a system that will work only 75% of the time and we need to "pre-PrePaid" ahead of time just because we worry autopay will fail.

 

Autopay is a definitely a core system to PM, this is how they get their money.  Yes, if it does not work and if we need the service,   we will pay manually.   But to PM, the autopay system also assures PM a constant and predictable inflow of money.   This is certainly bread and butter to the company and should never fail. 

 

Don't under estimate how many customers lost because of autopay failure,  they missed important calls and decide to run away from PM.  Because if this poor experience,  I can tell you most ppl left because of this issue will avoid Koodo and Telus completely.  Telus should understand its the corporate confidence they lost altogether if they loss a PM customer from this kind of system issue.

 

What I dislike about PM is that they have been kept quiet with all these major system issues.  This autopay system has affected quiet some customers.  We, their cheap and almost free Level 1 support, has been trying to put out the fire the whole morning.  No official statement from Mod so far.  From experience,  i don't think any official apology will come out from PM, they won't do anything.  They will fix the system eventually and will pretend nothing have happened.   

 

System has been slow.  Self-serve took 30 to 60 sec for page change.  Activation page timed out and  left new customers wonder if they did activated,  some tried again and got charged twice.   We have been saying this out loud but no one seem to care.  I guess they just reuse servers and systems retired in Telus network.

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