topic US Roaming add-on in Get Support

US Roaming add-on

Roop1 — Wed, 05 Jan 2022 10:42:39 GMT

Can a moderator please reach out to me?

I was supposed to go to the USA, on business, last Tuesday, but my trip got cancelled. I purchased the Roaming feature with Talk/text/data. But it wasn't used. Can a credit be applied for the unused feature?

Re: US Roaming add-on

ShawnC13 — Tue, 18 Sep 2018 18:24:10 GMT

@Roop1 wrote:
Can a moderator please reach out to me?

I was supposed to go to the USA, on business, last Tuesday, but my trip got cancelled. I purchased the Roaming feature with Talk/text/data. But it wasn't used. Can a credit be applied for the unused feature?

I doubt you will get a refund/credit for this. It is a prepaid service and PM supplied you with a service you required, it is not PM's issue that your trip was cancelled. I only go for a 2 or 3 day trip I am not asking for 70-80% of the addon as a credit because I didn't use it. I would be asking your company to cover the cost of this add-on.

For account issues if you wish to carry this on and get an answer from a MOD you must send them a private message. Response time is currently around 48 hours though.

Re: US Roaming add-on

srlawren — Tue, 18 Sep 2018 20:09:15 GMT

@ShawnC13 they're not asking for a partial refund for only using some of the days, they're asking for a complete refund as they didn't end up using it at all.

@Roop1 as Shawn noted, the general approach with a pre-paid provider like Public Mobile is no refunds; however, you may want to reach out with a polite request via private message to ask if it's possible to get the cost credited to your account (toward your next renewal or add-on purchase). This would be an exception, but might be possible as a good-will gesture. If you'd like to do so, here's all the details:

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
Messages are replied to during office hours, in the order in which they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

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Re: US Roaming add-on

ShawnC13 — Tue, 18 Sep 2018 20:46:41 GMT

@srlawren, totally get that it is an addon that wasn't used. I would think the company should cover the cost of the addon as the trip was cancelled.

If I get my propane tank filled for a big BBQ that is supposed to happen but it rains and gets cancelled I can't get a refund for the propane. Yes I know it is a little different because it is a good that doesn't expire and I can use it in the future.

I am just saying that PM isn't required to do anything they fulfilled their obligation in the deal. Out of good will they may do something and that is why I mentioned messaging the moderators.

Re: US Roaming add-on

Roop1 — Tue, 18 Sep 2018 21:31:11 GMT

Thank you. I am new to PM and wasn't certain how to contact the MOD team to explain the situation. Your answer was very helpful.