topic Re: Unwanted 30-day plan in Get Support

Unwanted 30-day plan

Juanita252 — Wed, 05 Jan 2022 15:08:42 GMT

My plan is showing a charge for a 30-day plan beyond my regular plan and I don't want it. I clicked on an add-on for 400 international minutes a few days ago, which is not showing, but this $15 charge for a 30 day plan is there. What can I do to get rid of it and not get charged?

Thanks

Re: Unwanted 30-day plan

Lar — Fri, 27 Dec 2019 01:48:55 GMT

Anything to do with billing you will need to contact the moderators by using the ? in lower right of screen.

Re: Unwanted 30-day plan

ChuckYeah — Fri, 27 Dec 2019 01:54:27 GMT

I'm not sure I understand. When did you sign up? Are you on the $15 plan? This is the minimum Monthly plan currently? Did you get the FREE 400 minute add-on? You have to have a "plan" to buy an add-on???

Re: Unwanted 30-day plan

ChuckYeah — Fri, 27 Dec 2019 11:46:24 GMT

@ChuckYeah wrote:
I'm not sure I understand. When did you sign up? Are you on the $15 plan? This is the minimum Monthly plan currently? Did you get the FREE 400 minute add-on? You have to have a "plan" to buy an add-on???

Did you accidentally buy the $15 400 minute plan instead of the free one?

Re: Unwanted 30-day plan

NDesai — Fri, 27 Dec 2019 02:21:51 GMT

@Juanita252 Please provide more info for this matter to help us understand the exact issue. Try to include screnshots (without any personal details) to show us the issue you are referring to.

Re: Unwanted 30-day plan

Juanita252 — Fri, 27 Dec 2019 02:30:20 GMT

I can't get it to paste.

Re: Unwanted 30-day plan

Juanita252 — Fri, 27 Dec 2019 02:33:50 GMT

HI Chuck,

I've been with PM for 18 months, with free international texting and free Canada wide calls. and I was trying to get the 400 international minutes, which I did not get! I got the 1G free data which seemed to be part of a promo package (I think). I can do without the minutes, but I really can do without the $15 30-day plan.

Re: Unwanted 30-day plan

Juanita252 — Fri, 27 Dec 2019 02:41:59 GMT

Thanks for the suggestion. Unfortuantely, that takes me to a chatbot, that tells me to ask a moderator, but doesn't tell me how to find one. Circular conversation.

Re: Unwanted 30-day plan

hairbag1 — Fri, 27 Dec 2019 02:45:59 GMT

@Juanita252 wrote:
Thanks for the suggestion. Unfortuantely, that takes me to a chatbot, that tells me to ask a moderator, but doesn't tell me how to find one. Circular conversation.

Click the ? in lower right side of screen to start process of moderator assistance. Type "contact a human", then click "Contact Moderators"...that will start you getting their help.

Re: Unwanted 30-day plan

NDesai — Fri, 27 Dec 2019 02:58:36 GMT

@Juanita252 wrote:
HI Chuck,
I've been with PM for 18 months, with free international texting and free Canada wide calls. and I was trying to get the 400 international minutes, which I did not get! I got the 1G free data which seemed to be part of a promo package (I think). I can do without the minutes, but I really can do without the $15 30-day plan.

I am still not able to understand what you are asking here. There is not a chance chat bot will understand this query. I understand that you are on a plan with Unlimited Canada wide talk and Int texting. I also understand that you tried to get the both free add-ons (400 mins and 1GB), but you only seems to have the 1GB add on in your account. Now, the most confusing part is about the $15 plan. Are you looking to change your plan to this one or is it something else you are asking?

Re: Unwanted 30-day plan

NDesai — Fri, 27 Dec 2019 03:04:46 GMT

@Juanita252 wrote:
I can't get it to paste.

When you reply, there is thebutton that will let you upload a screenshot you took. Make sure to remove any personal info.

Re: Unwanted 30-day plan

geopublic — Fri, 27 Dec 2019 03:08:00 GMT

@Juanita252

To contact Public Mobile for help you have 3 options:

Option 1: Ask Simon for help type your question and follow the prompts.

Option 2: If you are still having a problem then try submitting a ticket directly to the Public Mobile Moderator Team as follows:

Option 3: If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team

Re: Unwanted 30-day plan

NDesai — Fri, 27 Dec 2019 03:12:04 GMT

@geopublic Not sure if you know yet. Please do not advise customers to directly enter words such as "rep", "human", "person", etc to directly reach to a link to open a ticket. This messes up the ticket and does not fill/link any metadata with it. Let customers provide as much details as possible so the bot will include key information along with the ticket.

Re: Unwanted 30-day plan

totalUser — Fri, 27 Dec 2019 03:36:47 GMT

Hi @Juanita252

Try this for moderators https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Unwanted 30-day plan

totalUser — Fri, 27 Dec 2019 03:45:56 GMT

Hi @Juanita252

If you would like the community to try to help out would be useful if you could take screenshots (please blackout/zoomout any relevant data) of your

1 overview page

2 add-on and data usage page

3 payment history for last 30 days

You can upload them by clicking on the little camera that is between the message you type and the title of the message and selecting documents (as opposed to camera)

Thanks

Re: Unwanted 30-day plan

totalUser — Fri, 27 Dec 2019 03:56:02 GMT

@NDesai

Thanks for that info I didn't know I was actually suggesting to people (after they complain that they are running in circles with Simon) to type refund or if they don't mind bypassing ticket number and playing a little ping-pong with the authentication (which they usually don't after wrestling Simon to get to a human)

Does the whole prior conversation with Simon (even before deciding to open a ticket) get folded into the envelope and delivered together with the details of the ticket?

Re: Unwanted 30-day plan

NDesai — Fri, 27 Dec 2019 04:07:55 GMT

@totalUser wrote:
@NDesai
Does the whole prior conversation with Simon (even before deciding to open a ticket) get folded into the envelope and delivered together with the details of the ticket?

Not sure how it exactly works in the backend, but they've advised us to let customers know to include more info when submitting a ticket.

Re: Unwanted 30-day plan

AE_Collector — Fri, 27 Dec 2019 04:35:52 GMT

@Juanita252
You may not have got the 1Gb Christmas gift of data either. You said that you have a 1 Gb data add on but everyone who was a customer in September was given a 1Gb add on without having to do anything. You would have received it but you may or may not have used it up removing it from your add on list. The names on the data add ons are different though. The Christmas ones are both titled "$0 Free Holiday Giveaway" while the September 2019 gift is titled "1GB Promo". Let us know which one you have.

AE_Collector

Re: Unwanted 30-day plan

Juanita252 — Fri, 27 Dec 2019 07:28:20 GMT

Thanks. Yes, you understand correctly. And I agree that the $15 30-day plan is confusing, because I don't know how it got there, and I don't want it. It needs to go. I pay $25 for my plan (for the past several months) and it gives me most of what I need. I've submitted a ticket and I'll wait until I can speak with a person, as I do much better that way. Thanks so much for your hewlp, everyone!

Re: Unwanted 30-day plan

ChuckYeah — Fri, 27 Dec 2019 12:04:36 GMT

@Juanita252 A lightbulb gif just appeared over the top of my head...

Is this what you're seeing? This is how PM charges for your (and my) $25 plans.