topic Re: wrong add-ons in Get Support

wrong add-ons

gmontano — Tue, 04 Jan 2022 10:09:53 GMT

I bought a US- Roaming 250MB data instead of 250MB add-ons

I understand that I can not use the 250MB that I purchased if I am in Canada.

Can I be reimbursed or change the add-ons option

Re: wrong add-ons

Dunkman — Thu, 18 Nov 2021 04:47:43 GMT

@gmontano

Generally, since Public mobile is prepaid, there is no refunds.

However, in your situation, most Customer service agents would be able to help you get the right add on.

You will need to contact customer service agent (CSA):

Click on the chat bubble icon on the right lower corner of website to start ticketing process to contact CSA. Type: wrong add on. Follow the prompts to submit ticket.

CSA may ask a few questions to verify account ownership and then should be able to help you. Response times can take a few hours. Check your private message inbox (envelope in upper right corner of website).

Re: wrong add-ons

ShawnC13 — Thu, 18 Nov 2021 04:48:10 GMT

@gmontano wrote:
I bought a US- Roaming 250MB data instead of 250MB add-ons
I understand that I can not use the 250MB that I purchased if I am in Canada.
Can I be reimbursed or change the add-ons option

@gmontano you will need to contact the Customer Support Agents (CSA) and see if they can help you out. As it is a prepaid service there is no guarantee that you will get a refund but hopefully, as it was a simple mistake they can switch the add-on over for you. You can a trouble ticket through SIMon the chatbot by clicking on the chat bubble in the lower right-hand corner.

Re: wrong add-ons

softech — Thu, 18 Nov 2021 04:48:16 GMT

@gmontano if it is an mistake, it is possible PM agent will understand and process the refund or credit to your account.

Please open ticket with PM agent:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: wrong add-ons

t_p — Thu, 18 Nov 2021 11:55:37 GMT

@gmontano wrote:
I bought a US- Roaming 250MB data instead of 250MB add-ons
I understand that I can not use the 250MB that I purchased if I am in Canada.
Can I be reimbursed or change the add-ons option

@gmontano

I made a similar mistake the other day and got my money back in about 30 minutes after contacting CS

Just open a ticket via:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type "ticket" > Click "Contact Us" > Select your issue [Other] > "Click here to submit a ticket↗"

Fill in the Submit a ticket page with clear and concise details and try using your PIN for authentication. When the CSA responded, he did not need to ask any further questions and already credited my account.

No fuss, no muss 😊

Re: wrong add-ons

dabr — Thu, 18 Nov 2021 19:57:41 GMT

@gmontano wrote:
I bought a US- Roaming 250MB data instead of 250MB add-ons
I understand that I can not use the 250MB that I purchased if I am in Canada.
Can I be reimbursed or change the add-ons option

@gmontano Hopefully, by now you've received an account credit for the wrong data add-on purchase, however, just for clarification sake, the domestic data add-on is 200MB for $5 and the roaming add-on 250MB for $10.

For another $5 difference ($15) it would probably be more economical to purchase the 1GB add-on since domestic add-ons don't expire and unused portions will be carry forward until completely depleted.