System glitch: Your account has been suspended.

[jmacd997]

 A few days ago I decided to switch my plan to a lower tier, which I did on My Account online. After making the switch, it indicated it would take effect at my next top-up date, which was yesterday, 30 Aug. I signed in to My Account today and it says:

"Your account has been suspended. Make a payment to reactivate your current plan. Suspended accounts are deactivated after 90 days if payment is not received. You will lose your phone number and service."

It says that my Current Balance is $111, which is exactly the cost of my rate plan, so I do not know why my phone has been disconnected. I am setup for Auto Pay with a credit card, and I see my card has been successfully pre-authorized for $101.70. Could you please look in to this immediately, as I cannot be without my phone for work purposes? Look forward to hearing from you soon.

Could a mod look into this for me  @Mary_M ? Thanks.

[Mary_M · Accepted solution]

Hello @jmacd997

Thank you for sharing your experience.

I'm sorry to hear about this inconvenience - I have sent you a private message with a few more details.

Rest assured that I'll have this fixed for you as soon as possible.

Respectfully,

Mary

[Heavyrocker]

Im no expert on this,but it seems like a glitch indeed,your connection should not have been disconnected by the way i see,maybe it will take a few minutes or the new plan to kick in''

[jmacd997]

Also, prior to checking My Account online, I received a text from 611 saying:

"Public Mobile here. Sorry your plan did not renew because we did not receive your payment. Make a payment at publicmobile.ca/selfserve."

[Heavyrocker]

If you plan on staying with PM,an extra payment will just be credited to your account,no much help but i try.Id still want some feed back tho....

[Mary_M · Accepted solution]

Hello @jmacd997

Thank you for sharing your experience.

I'm sorry to hear about this inconvenience - I have sent you a private message with a few more details.

Rest assured that I'll have this fixed for you as soon as possible.

Respectfully,

Mary

[okaminer]

So, we have joined PM on Nov 14. A payment for a 90-day plan has been charged from my CC. Now, if I go into my account, it says:

"Your account has been suspended. Make a payment to reactivate your current plan. Suspended accounts are deactivated after 90 days if payment is not received. You will lose your phone number and service."

The service was suspended on Nov 17 and it will be disconnected on Dec 17 or smth. 

What is going on??? This is about my husband's account (kaminer.andrew)

[okaminer]

I sent a private message about my issue last week. On Saturday I got a response asking for some additional info. On Monday I provided all the info. However, I have not received a response yet!!! I'm not sure what is going on!!! Was it a mistake joining your company? You claim to answer all emails within a very short time period, but you don't stand by your claims!!!

[okaminer]

@Cat_L

I understand that you are probably swapped with the amount of tickets you have to attend. However, as I can see on the discussion forum, you have LOTS of tickets (including mine) that require IMMEDIATE attention! If you cannot solve them all online within a reasonable amount of time, then open a call centre so people could actually resolve their problems ASAP. I have sent you all the information that you asked for a week ago, my account is still suspended for no reason and I might lose my phone # because of you. If I don't hear back from you by tomorrow at 8 AM EST, I'm going to submit a compain with the regulatory body governing your services (funny, you don't allow me to use their name here...)

[Shazia_K]

Hello Andrew, 

I see that both accounts have been suspended, do you both still have service? you also added roaming package were you guys roaming? 

Please let me know. 

Thanks,

Shazia

[okaminer]

They are going to be deactivated in mid dec, despite being in good standing. We were roaming in US.