topic Re: Hacked email in Get Support

Re: Over payment charged !!!

dmacdougall — Wed, 05 Jan 2022 13:20:31 GMT

I've been overcharged. A payment of $69 was taken by autopay. There's been no plan changes no data or calling overages and to top it all off no phone service. I don't care to discuss why,it irrelevant. I need service back now. And the charges reversed. There's no authorization for this. I need it fix or I'm calling my credit card company to stop payment.

Re: Over payment charged !!!

RossN — Wed, 17 Jul 2019 00:56:28 GMT

@dmacdougall ok just so you know you are on a public forum so no private info you can contact a moderator here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Moderators and overcharged on self-serve

dmacdougall — Wed, 17 Jul 2019 01:49:49 GMT

Radio silence here. I think the kids are running things. I've bent overcharged while having my service cut. How about that! BTW this is totally unprofessional.

Re: Suspended but I paid?!

dmacdougall — Wed, 17 Jul 2019 01:57:10 GMT

Is there a moderator out there anywhere. Do you guys hide your addresses

Re: Suspended but I paid?!

RossN — Wed, 17 Jul 2019 02:07:20 GMT

@dmacdougall hi here is a link to the moderators https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Moderators and overcharged on self-serve

wetcoaster — Wed, 17 Jul 2019 04:44:26 GMT

@dmacdougall wrote:
Radio silence here. I think the kids are running things. I've bent overcharged while having my service cut. How about that! BTW this is totally unprofessional.

@dmacdougall

Well, let's see... You have posted in a thread that has last been active in October 2018. And it has been marked as solved.

If you seek assistance from the community for non-account related proplems the fastest way to get help is by starting your own topic with as much context as possible (but without your personal information) in the relevant section.

If you need help with an account related issue you need to send a private message to the moderator team. Their reply times can be anywhere from a couple of hours to a couple of days.

Use this link to send a private message to the @Moderator_Team.

What to expect after sending your initial private message: https://productioncommunity.publicmobile.ca/t5/Announcements/Changes-to-how-you-verify-that-you-re-t...

More useful information on contacting the mods and getting help at Public Mobile:

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/...

https://www.publicmobile.ca/en/on/get-help

Re: Moderators and overcharged on self-serve

dmacdougall — Wed, 17 Jul 2019 09:21:27 GMT

Thank you. Been there. It would nice if the private message field was addressed. Initially I sent a private message. However. It was unclear who I was sending to. This site is full of ambiguities. BTW a reply within days is unacceptable.

Private message response

dmacdougall — Wed, 17 Jul 2019 09:27:26 GMT

Why is a reply to a PM so slow?

Re: Moderators and overcharged on self-serve

GinYVR — Wed, 17 Jul 2019 09:36:55 GMT

@dmacdougallUnfortunately that's the price we all pay when we want to save a few bucks on our monthly fee. If you feel it is unacceptable you really should consider moving a tier up to Koodo or Telus..

Re: Private message response

GinYVR — Wed, 17 Jul 2019 09:38:53 GMT

@dmacdougallBecause customer support is a corner we all cut so that Public Mobile can offer us lower prices.. eg Chatr charges $5 for each support call. All lowest flanker brands have their limitations so they can offer their prices. You do get what you pay for.

Re: Private message response

dmacdougall — Wed, 17 Jul 2019 09:41:10 GMT

But days? That's rediculous.

Re: Private message response

GinYVR — Wed, 17 Jul 2019 09:42:24 GMT

@dmacdougallIt is up to 48 hours. I recommend people who rely on their phone for work, not to use Public Mobile for this reason. Again YMMV.

Re: Private message response

dmacdougall — Wed, 17 Jul 2019 09:43:13 GMT

My problem is I'm paying and getting nothing. Literally, nothing.

Re: Private message response

mojorising — Wed, 17 Jul 2019 09:46:53 GMT

@dmacdougall wrote:
Why is a reply to a PM so slow?

There is a new support system in the works to help improve response times. You can read about it at the link below. It won't help your situation right now. hopefully a better system set to come in the near future.

https://productioncommunity.publicmobile.ca/t5/Announcements/Upcoming-support-enhancements-We-re-looking-for-testers/m-p/388288#M29133

Re: Private message response

MoreYummy — Wed, 17 Jul 2019 10:58:38 GMT

Lets see how long it takes to bring out a faster system for support.

It is long over due.

Re: Private message response

cavemantoronto — Wed, 17 Jul 2019 11:06:45 GMT

@dmacdougall wrote:
Why is a reply to a PM so slow?

Repsonse time depends how busy. If there is outage, wait will be longer. They answer as soon as they can.

Re: Moderators and overcharged on self-serve

1vk — Wed, 17 Jul 2019 11:45:59 GMT

They are not any better. I switched from koodo. That's not koodo that used to be anymore.

Re: Private message response

mh1983 — Wed, 17 Jul 2019 12:00:14 GMT

@dmacdougall wrote:
My problem is I'm paying and getting nothing. Literally, nothing.

Care to elaborate? Are you a new customer? Was it working at first but now it's not? What do you see when you sign in to Self Serve?

As others have said, it's a no frills service, so expect some delay with response time. But they will respond. Some issues can be sorted in the public forums, but you need to give more details about what's going on so we can try to troubleshoot with you.

Re: Private message response

geopublic — Wed, 17 Jul 2019 12:09:21 GMT

@dmacdougall wrote:
Why is a reply to a PM so slow?

@dmacdougall Is your phone service currently not working?

Re: Private message response

mimmo — Wed, 17 Jul 2019 12:33:23 GMT

@dmacdougall wrote:
My problem is I'm paying and getting nothing. Literally, nothing.

@dmacdougall there are several causes to this but more information is needed:

new activation vs old customer
- if new is phone compativble
- did activation fail
- did it ever work
if old
- renewal issue?
- phone issues
- did you use up minutes if on $10 or 15$ plan

with additional info we can help guide you with some troublshooting

a screenshot of self serve overview might help (personal info redatced)