topic Re: Closing publicmobile account and porting question in Get Support

Closing publicmobile account and porting question

muuuhhiiike — Wed, 05 Jan 2022 09:15:38 GMT

Hi mods,

I have successfully ported my publicmobile number over to Telus and am looking to close out my publicmobile account. First of all thank you for the service. I have no complaints and it has been great but it was time for a new phone and new plan.

I am asking a question here to confirm that my publicmobile account is now closed and to confirm that the autopay will not renew at the end of this cycle now that I am using another service.

The account is no longer accessible and I am unable to login to turn off autopay. Is there a way i can get confirmation of the above?

Re: Closing publicmobile account and porting question

eugenegowan — Tue, 09 Apr 2019 18:29:57 GMT

The easiest way to cancel your auto pay is to call your bank or credit card company. They can confirm that everything has been cancelled. If it has not been cancelled the bank will take care of it for you.

Re: Closing publicmobile account and porting question

RobertQc — Tue, 09 Apr 2019 18:31:15 GMT

@muuuhhiiike wrote:
Hi mods,
I have successfully ported my publicmobile number over to Telus and am looking to close out my publicmobile account. First of all thank you for the service. I have no complaints and it has been great but it was time for a new phone and new plan.

I am asking a question here to confirm that my publicmobile account is now closed and to confirm that the autopay will not renew at the end of this cycle now that I am using another service.

The account is no longer accessible and I am unable to login to turn off autopay. Is there a way i can get confirmation of the above?

@muuuhhiiike You should have made sure to disable auto-pay and remove your payment method before porting out, but porting out SHOULD do that automatically, no big deal if it does not since you can use this link to send a message to the moderator team and they will resolve it if it hapens (rare but does happen)

Re: Closing publicmobile account and porting question

Anonymous — Tue, 09 Apr 2019 18:31:40 GMT

@muuuhhiiike

@Moderator_Team

It would have been preferable to have turned off autopay and removed a cc before you left though.

Re: Closing publicmobile account and porting question

RobertQc — Tue, 09 Apr 2019 18:33:10 GMT

@eugenegowan wrote:
The easiest way to cancel your auto pay is to call your bank or credit card company. They can confirm that everything has been cancelled. If it has not been cancelled the bank will take care of it for you.

@eugenegowan The credit card company doesn't know autopay is set up. Actually the credit card companys systems seems to think public mobile is a parking garage. They don't know about future payments until they happen. Autopay is done strictly through public mobile and is not set up as a bank payee or anything advanced.

Re: Closing publicmobile account and porting question

RobertQc — Tue, 09 Apr 2019 18:34:10 GMT

@muuuhhiiike Why telus, and not Koodo if you wanted to move up to a higher tier, did you win the lottery?

Re: Closing publicmobile account and porting question

eugenegowan — Tue, 09 Apr 2019 18:34:18 GMT

You could quite possibly be talking to a new agent. I would just ask to speak to a manager and possible just share public mobile's web page with them. I imagine that should get them in the right direction to help you out.

Re: Closing publicmobile account and porting question

geopublic — Tue, 09 Apr 2019 18:34:37 GMT

@muuuhhiiike wrote:
Hi mods,
I have successfully ported my publicmobile number over to Telus and am looking to close out my publicmobile account. First of all thank you for the service. I have no complaints and it has been great but it was time for a new phone and new plan.

I am asking a question here to confirm that my publicmobile account is now closed and to confirm that the autopay will not renew at the end of this cycle now that I am using another service.

The account is no longer accessible and I am unable to login to turn off autopay. Is there a way i can get confirmation of the above?

As soon as the port to Telus was completed your account with PM has been de-activated so you do not have to worry about autopay.

It's a good idea to monitor your CC charges for the next month to make sure no suprise charges are recorded. If there is an issue you can always pm the @CS_Agent to look into it.

Hope this helps!!

Re: Closing publicmobile account and porting question

RobertQc — Tue, 09 Apr 2019 18:37:18 GMT

@geopublic wrote:
As soon as the port to Telus was completed your account with PM has been de-activated so you do not have to worry about autopay.

@geopublic This is not always the case. You do still have to worry that it may happen.

@geopublic wrote:
It's a good idea to monitor your CC charges for the next month to make sure no suprise charges are recorded. If there is an issue you can always pm the @CS_Agent to look into it.

This!

Re: Closing publicmobile account and porting question

geopublic — Tue, 09 Apr 2019 18:59:01 GMT

@RobertQc wrote:
@geopublic wrote:
As soon as the port to Telus was completed your account with PM has been de-activated so you do not have to worry about autopay.
@geopublic This is not always the case. You do still have to worry that it may happen.

@geopublic wrote:
It's a good idea to monitor your CC charges for the next month to make sure no suprise charges are recorded. If there is an issue you can always pm the @CS_Agent to look into it.

This!

@RobertQcthe only way it would happen is if the autopay renewal was processed before the port took place. In this case the port was completed so I don't think it would be an issue.

Has this ever happened in the past were a renewal was processed after a port was completed?

Re: Closing publicmobile account and porting question

RobertQc — Tue, 09 Apr 2019 19:03:21 GMT

@geopublic wrote:
Has this ever happened in the past were a renewal was processed after a port was completed?

@geopublic Yes, I have seen it posted quite a few times, account closed public mobile still charging them.

Here are a couple examples. https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Autopay-still-charging-after-account-closed/m-p/231975?advanced=false&collapse_discussion=true&filter=location&location=category:Public_Mobile_Community&q=autopay%20closed%20charging&search_type=thread

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Transferred-to-Koodo-but-still-getting-charged/m-p/246762?collapse_discussion=true&filter=location&location=category:Public_Mobile_Community&page=2&q=autopay%20closed%20charging&search_type=thread

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Be-aware-of-Public-Mobile-when-you-leave-them/m-p/295903?collapse_discussion=true&filter=location&location=category:Public_Mobile_Community&page=5&q=autopay%20closed%20charging&search_type=thread

@crawford0818 wrote:
Re: Be aware of Public Mobile when you leave them

I ported my number out to Bell in Sep. due to lace of communication and poor services, my text never worked well.
I was still being charged in Sep. 28 and Oct. 28 after ported my number out.
I now realized the account is still active and I will be charged again in Nov.
What a rip off?
Isn't my account aupposed to be deleted after transfer?
Nope. Even I don't get any services from public mobile, I am still being charged.
Be aware of this company!
I sent all the info they requested, but got no response.
Freaking liers!

@KMG wrote:
It is generally recommended that you disable autopay before porting out your number to avoid being accidentally charged after leaving. If you forget to do this and can no longer access your account, it is recommended that you contact the Moderator Team to remove autopay for you.

In your case, you need to wait for the Moderator Team to reverse the charges for you.

Re: Closing publicmobile account and porting question

geopublic — Tue, 09 Apr 2019 19:11:08 GMT

@RobertQc wrote:
@geopublic wrote:
Has this ever happened in the past were a renewal was processed after a port was completed?
@geopublic Yes, I have seen it posted quite a few times, account closed public mobile still charging them.

Wow!! I'm shocked...Programming 101: Check account, is it active --> Yes, then process autopay.

** EDIT: Once the port is complete the customer stated they cannot access their account anymore because his account is deactivated so how can the autopay get processed? Does not compute...Maybe @CS_Agent can explain.

Re: Closing publicmobile account and porting question

RobertQc — Tue, 09 Apr 2019 19:14:35 GMT

@geopublic wrote:
@RobertQc wrote:
@geopublic wrote:
Has this ever happened in the past were a renewal was processed after a port was completed?
@geopublic Yes, I have seen it posted quite a few times, account closed public mobile still charging them.
Wow!! I'm shocked...Programming 101: Check account, is it active --> Yes, then process autopay.

** EDIT: Once the port is complete the customer stated they cannot access their account anymore because his account is deactivated so how can the autopay get processed? Does not compute...Maybe @CS_Agent can explain.

@geopublicThats why you are supposed to remove payment method before porting out. Once you port out the account is hidden/locked from being user accessible so the mod team would have to go in on your behalf and remove the info (if you are sitll being charged)

Re: Closing publicmobile account and porting question

geopublic — Tue, 09 Apr 2019 19:27:51 GMT

@RobertQc wrote:
@geopublic wrote:
@RobertQc wrote:
@geopublic wrote:
Has this ever happened in the past were a renewal was processed after a port was completed?
@geopublic Yes, I have seen it posted quite a few times, account closed public mobile still charging them.
Wow!! I'm shocked...Programming 101: Check account, is it active --> Yes, then process autopay.

** EDIT: Once the port is complete the customer stated they cannot access their account anymore because his account is deactivated so how can the autopay get processed? Does not compute...Maybe @CS_Agent can explain.
@geopublicThats why you are supposed to remove payment method before porting out. Once you port out the account is hidden/locked from being user accessible so the mod team would have to go in on your behalf and remove the info (if you are sitll being charged)

That doesn't make sense, the onus should not be placed on the customer to have to do that. It's very easy for PM to make sure that an account is active before processing an autopay.

Wow, very suprised and dissapointed if that is the case. Since the examples look like they were from a year go I'm hoping they have fixed it since then.

Re: Closing publicmobile account and porting question

Anonymous — Tue, 09 Apr 2019 19:32:47 GMT

geopublic: Fixing things goes at a glacial pace around here... if at all.

Re: Closing publicmobile account and porting question

muuuhhiiike — Tue, 09 Apr 2019 20:08:40 GMT

Thanks everyone for being extremely helpful. Overall this service and its community are genuine. I hope the mods will confirm the account changes in time.