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Highlighted
Mayor / Maire

Re: Suggestion - Add a 'Note " to the Auto Pay Registration Page


@will13am wrote:

I respectfully disagree that putting all sorts of notes into the autopay registration page is consistent with the KISS principle.  Moreover, it is not the best to speak in the negative when trying to give customer guidance.  That said, the fixes needed to make autopay rock solid has to be done transparently in the back office.  To the customer, it should be a simple of toggling the function ON and OFF. 

 

I have a hunch that credit card check or lack of may be one of the weaknesses behind the current autopay implementation. 

 

I agree.

 

When a customer changes/adds a credit card, does the system do enough checks to confirm the integrity of the change?  Hopefully it does.

 

No it does not. That only occurs during activation. 

 

  The advice given in the past here has been to do a $1 top up after any credit card change to make sure all is well.

 

Due to the fact that Auto-Pay failure bug occurs randomly the $1 top doesn't mean a whole lot. In the past I have made a $1 top-up that failed and when I retried it a minute later it worked!!. That suggests sadly that Public's Auto-Pay system  is a "one shot" system without any built-in retry mechanism which is not good. So if you are one of the unlucky customers your service gets suspended. Most modern payment systems have a built-in retry capability.

 

Another concern with autopay failure is multiple hits to the same credit card if it is used in multiple accounts that have the same renewal date.  Anti fraud systems may kick in if there are multiple payments requested from the same vendor at the same time.  

 

Not sure if this is the case anymore. I have tested it with 3 account using the same cc with the same renewal date and it has worked in the past. Most cc companies have AI built into their monitoring systems so once a pattern is established it will let the transactions  go through.

 

In 2020 expecting Auto-Pay to work 100% of the time should not be a big ask. Public should upgrade their system ASAP.


 

Highlighted
Mayor / Maire

Re: Suggestion - Add a 'Note " to the Auto Pay Registration Page

one thing they should change, since it's already there, is the 2 step add-on process. most people just scroll down to the add-on menu and don't bother reading what's beneath it. pm could probably change the position of that note to the top before the add-on menu

 

the system is flawed and old.. you shouldn't have to do a 2 step process to purchase a feature. this is part of the old prepaid system.. seems like they tried to do a Mickey mouse fix, the system was never meant to handle (auto-pay).. 

 

it should take money from the card and renew services. instead of, take money from card, add to the pm account then system takes from pm account and renews 

 

thats probably why there are users who get charged then lose service after... because the second process fails

Highlighted
Good Citizen / Bon Citoyen

Re: Suggestion - Add a 'Note " to the Auto Pay Registration Page

Thanks for your input ! 

I am new here in the Community but it seems that users should be listened to , as per your post in order to keep this PM going smoothly and efficiently .

 The tech dept. may need to redo the architecture of the site to allow it to be more user friendly .

 

Are they listening ? 

 

Teddz

Highlighted
Public Mobile

Re: Suggestion - Add a 'Note " to the Auto Pay Registration Page

@Teddz @gpixel4  Thanks for sharing this important feedback - the good news is that we heard the same feedback loud and clear when collecting feedback about how we can improve our Self-Serve portal. The opportunities highlighted here are definitely on our list of priorities to address.

Highlighted
Good Citizen / Bon Citoyen

A Persistence Award !! Why Not ?

 Okay , you sign up for Public Mobile feeling positive about the service and possibly questioning the value of a Community BUT you were referred by a family member that you trust and then......

 Well , after signing up and paying and then you enter the world of PM , "Registering for Auto Pay " you follow the form enter points carefully and submit it .......BUT it does not work for you the first time....so you check your Credit card number and re submit ...again a fail ...you wonder why ....you try again ....and another fail...your credit card is valid ?? WHY ?

 You are persistent !

Okay so now you go to "HELP" and find to really get something done you must now sign up for the Community - another Facebook or Instagram type sign up .

 You are persistent !

 Then you find you must submit a "Ticket " wondering who will answer this and why ...questions abound ?? Do i really need this in my life ?? Why did I bother to switch telcos ? You call your family member that you trusted and they reassure you , they had no problems whatsoever !

 But , you are persistent !

 You enter your problem via a ticket, it is followed up . You even decide to offer a solution so that others do not fall into your situation .You are hopeful .

 Persistence takes you to this point . You do not cancel everything with PM and move back to where you once were ( that other telco ) .

 You receive emails and get "Bravos " for your suggestions even from Oracles . ( Am i now in a Harry Potter episode ? )

 I feel good about my misfortune ??? How is that ? Am I lacking something in my life ? Meaning ?

Emails are sent and received from Community people helping and promising to do so , soon !

I remain persistent ! and hopeful .

 I get a call reassuring me that my CC # is now cleared up because of too many submissions and I am free to reapply for "Auto Pay ". It has been three days since i signed up .

 I have been persistent and hopeful is there a real award for this ??

 There should be an award for this . 

Have you also been persistent ? You should also get an award !

 I analysis myself and realize that I have HOPE for humanity and by being persistent with PM I am testing humanity to prove me wrong .

 I have not applied for "Auto Pay " yet but i have hope and i am persistent .

 Award ? 

View solution in original post

Highlighted
Mayor / Maire

Re: A Persistence Award !! Why Not ?

@Teddz why not.  If you have problems signing up for autopay when entering your debit/ credit card information:
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).

Highlighted
Mayor / Maire

Re: A Persistence Award !! Why Not ?


@Teddz wrote:

 Okay , you sign up for Public Mobile feeling positive about the service and possibly questioning the value of a Community BUT you were referred by a family member that you trust and then......

 Well , after signing up and paying and then you enter the world of PM , "Registering for Auto Pay " you follow the form enter points carefully and submit it .......BUT it does not work for you the first time....so you check your Credit card number and re submit ...again a fail ...you wonder why ....you try again ....and another fail...your credit card is valid ?? WHY ?

 You are persistent !

Okay so now you go to "HELP" and find to really get something done you must now sign up for the Community - another Facebook or Instagram type sign up .

 You are persistent !

 Then you find you must submit a "Ticket " wondering who will answer this and why ...questions abound ?? Do i really need this in my life ?? Why did I bother to switch telcos ? You call your family member that you trusted and they reassure you , they had no problems whatsoever !

 But , you are persistent !

 You enter your problem via a ticket, it is followed up . You even decide to offer a solution so that others do not fall into your situation .You are hopeful .

 Persistence takes you to this point . You do not cancel everything with PM and move back to where you once were ( that other telco ) .

 You receive emails and get "Bravos " for your suggestions even from Oracles . ( Am i now in a Harry Potter episode ? )

 I feel good about my misfortune ??? How is that ? Am I lacking something in my life ? Meaning ?

Emails are sent and received from Community people helping and promising to do so , soon !

I remain persistent ! and hopeful .

 I get a call reassuring me that my CC # is now cleared up because of too many submissions and I am free to reapply for "Auto Pay ". It has been three days since i signed up .

 I have been persistent and hopeful is there a real award for this ??

 There should be an award for this . 

Have you also been persistent ? You should also get an award !

 I analysis myself and realize that I have HOPE for humanity and by being persistent with PM I am testing humanity to prove me wrong .

 I have not applied for "Auto Pay " yet but i have hope and i am persistent .

 Award ? 


@Teddz wow thanks for the essay you deserve a reward for that welcome to Public!!

Highlighted
Good Citizen / Bon Citoyen

Re: A Persistence Award !! Why Not ?

Yes , i submitted that all your suggestions should be put as a note BEFORE anyone applies for Auto Pay .

 

Thanks for your point by point suggestions it may help others !

 

Teddz

Highlighted
Mayor / Maire

Re: A Persistence Award !! Why Not ?

A Bravo for you @Teddz for your persistence and all with good humour and not setting your hair on fire or ranting and raving about the place all in caps.

A good read for a change.

Highlighted
Mayor / Maire

Re: A Persistence Award !! Why Not ?

@Teddz ,

 

That sounds quite poetic.

 

I would like to award you a badge. Here you go🏅

🙂

 

I hope you get this set up and working - Onward and Upward!

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