@Kvylxk
When you went to originally reactivate your account and pay for a new plan what process or route did you take? Did you add funds and then try to change plans? Or the other way around? The new self serve accounts has changed some of the ways we can reactivate, pay, change plans etc....and as a result it's easy to make a mistake or not even notice the mistake or notice what may be a glitch on public mobile's side. I have done it a few times now since July on tasks I've done successfully many times before so you are not alone in this regard.
First clear your browser cache and reboot your device. Open your browser (chrome or Microsoft Edge work best) and log in using secret/incognito mode. Check your account balance to see if your missing plan amount is in your available funds. Check your plan and add ons page to see which plan you currently have? Finally check your payment history on your payment page to see exactly what transactions occurred when you reactivated.
If you are owed a credit or missing funds or if you changed plans or charged twice for the same plan or 2 different plans contact customer support for a credit. If you would have preferred to be on the $40/15gb plan rather than the $15 plan or vice versa you can explain to the CSA your confusion when reactivating and your original intention and ask to be placed on the plan you want. It is likely the CSA will be willing to right the wrong since the new self serve accounts are less user friendly than intended.
You can submit a ticket via SIMon but if you feel more comfortable explaining the issue in detail you can send a private message instead. If so I suggest you read the spoiler in the linked post below on how to send a private message efficiently to speed up the response and interaction time with the CSA. Good Luck!
https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/td-p...
