topic Re: Payment issues in Get Support

Payment issues

Fermosa — Tue, 04 Jan 2022 09:50:29 GMT

I made it payment on my credit card and it shows that I payed but my phone isn’t working I need a refund immediately or something because this unacceptable behavior

Re: Payment issues

Anonymous — Wed, 15 Dec 2021 22:24:12 GMT

@Fermosa

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by Submit a Ticket,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
Click here to submit a ticket↗↗.

or you can send a private message to Customer Support Agent by Click Here link,

please include in your message,
phone number,
account 4 digit pin,
Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
- Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Good Luck..

Re: Payment issues

softech — Wed, 15 Dec 2021 22:24:31 GMT

@Fermosa before you request the refund, can you login to My Account and see if the money you just paid is sitting as Available Fund there?

if so, the fund is there but not applied towards the plan renewal yet.

Just click "Reactivate current plan" and see if it triggers the plan renewal

Re: Payment issues

CountyDownIeUk — Wed, 15 Dec 2021 22:36:54 GMT

@softech wrote:
@Fermosa before you request the refund, can you login to My Account and see if the money you just paid is sitting as Available Fund there?

if so, the fund is there but not applied towards the plan renewal yet.

Just click "Reactivate current plan" and see if it triggers the plan renewal

@Fermosa

Is it your plan that is not working or an add-on?

As suggested look at your My Account and let us know what you see.

Re: Payment issues

Fermosa — Wed, 15 Dec 2021 22:53:05 GMT

No I literally got a new plan today for no reason I had 10 dollars in my balance and I owed 25 I believe and then I had 35 and it still didn’t work this is unacceptable because it’s taking money from account that I already paid and it’s not working so I want refund because I don’t use that number no more so why take my money if I don’t use the number no more

Re: Payment issues

Fermosa — Wed, 15 Dec 2021 22:53:19 GMT

And also what is the 4 digit pin

Re: Payment issues

softech — Wed, 15 Dec 2021 22:57:26 GMT

@Fermosa you would have setup a 4 digit code when you activated. Check the text on your phone. PM would have sent you the 4 digit code when you first setup

you will need the 4 digits code when you use *611 (most option there needs that except with 2 options).

If you cannot find it, you will have to open ticket with PM to have it changed

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: Payment issues

Fermosa — Wed, 15 Dec 2021 23:02:03 GMT

I don’t know it how can i find it if it’s not in my messages

Re: Payment issues

Anonymous — Wed, 15 Dec 2021 23:14:47 GMT

@Fermosa wrote:
I don’t know it how can i find it if it’s not in my messages

@Fermosa

only them will reset for you,

and you need to Contact Customer Support Agent and go to my OP see all instructions how to contact them...

Re: Payment issues

Fermosa — Wed, 15 Dec 2021 23:22:01 GMT

I got my pin I sent my private message also with all my info, how long will it take for them to respond because I want my refund immediately so yeah

Re: Payment issues

pkaraa — Wed, 15 Dec 2021 23:24:52 GMT

@Fermosa wrote:
No I literally got a new plan today for no reason I had 10 dollars in my balance and I owed 25 I believe and then I had 35 and it still didn’t work this is unacceptable because it’s taking money from account that I already paid and it’s not working so I want refund because I don’t use that number no more so why take my money if I don’t use the number no more

$10 in available funds and $25 added for a $35 plan. did you actually purchased the plan for your phone to work?

Purchase the plan and reboot the phone.

Let us know.

There is always an option to create a ticket with support agents to take it further but try the above first if you havent yet.

Re: Payment issues

Fermosa — Wed, 15 Dec 2021 23:28:09 GMT

I been had the plan it’s just wasn’t working I kept adding money to a number that wasn’t working so I want a refund and now as of today I don’t use that number no more that’s why I want a refund. I already explained it multiple times it’s unacceptable

Re: Payment issues

pkaraa — Wed, 15 Dec 2021 23:31:21 GMT

@Fermosa wrote:
I been had the plan it’s just wasn’t working I kept adding money to a number that wasn’t working so I want a refund and now as of today I don’t use that number no more that’s why I want a refund. I already explained it multiple times it’s unacceptable

May be I read wrong that you were getting a new plan.

Click the blurb on the bottom right and create a ticket. We are PM service users like you, we can only guide, cant credit your balance back to you.

Re: Payment issues

softech — Wed, 15 Dec 2021 23:32:43 GMT

@Fermosa wrote:
I got my pin I sent my private message also with all my info, how long will it take for them to respond because I want my refund immediately so yeah

@Fermosa although it said within 48 hours, they usually reply within couple hours

do you see any fund as Available Fund on My Account? If so, no worry, PM can trigger the renewal process

Also, is your account now suspended status or expired or active?

Re: Payment issues

Fermosa — Wed, 15 Dec 2021 23:34:59 GMT

I think it was suspended or it can be expired idk but rn the balance on my old phone number is 35 dollars but that was second time me trying to pay

Re: Payment issues

Fermosa — Wed, 15 Dec 2021 23:35:57 GMT

35 bucks available on my balance so yeah but I don’t use number anymore as of today and that’s I want refund bc I made a payment twice and it didn’t work

Re: Payment issues

esjliv — Wed, 15 Dec 2021 23:40:05 GMT

@Fermosa wrote:
I been had the plan it’s just wasn’t working I kept adding money to a number that wasn’t working so I want a refund and now as of today I don’t use that number no more that’s why I want a refund. I already explained it multiple times it’s unacceptable

@Fermosa - I can understand this being frustrating if you went through the activation process and paid for a plan and nothing is working.

But, there are usually other reasons why your phone is not working after activation rather than not having paid for it.

So, why not try to get it working and at least have the plan for a full cycle?

Hang around and you will receive Christmas goodies in your account within one week, due to a Public Mobile giveaway going on.

So, worth a shot for another 30 days isn't it?

When your phone does not work after activating there could be very easy fixes to more complicated ones...let's start with:

Try one or more of the below:

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings on your device

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

*What Model phone are you using.....can you try your SIM into another phone to see if you get any services?

*if you ported over a number from another provider than there is other steps/trouble shooting....let us know if this is the case.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

Sometimes a SIM card will not provision properly, than you will need Customer Support help.

Two ways to reach them here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-a-moderator

Re: Payment issues

Anonymous — Wed, 15 Dec 2021 23:43:02 GMT

@Fermosa wrote:
35 bucks available on my balance so yeah but I don’t use number anymore as of today and that’s I want refund bc I made a payment twice and it didn’t work

@Fermosa

so what your issue if you found your money in your account and why you don't want to use that service...

and when you go sign in to Self-Serve, to review your account, and you found at Available Funds: $$ has the amount left, leave it for next bill cycle the will take it from there automatically,

or if you want leave public mobile to another company you will have be your account active to be porting your number to another company but if you don't want your number,, ask them CSA, about refund...

but if you need to be your service working try to do this

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9.after payment successful, you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.

10. and how much you pay the extra is will going to your account Available funds:$$ has the amount left,

and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

Add Funds to your Plan Amount through Self Serve
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone,
what is meant by rebooting the device turn off and turn it back on.

Re: Payment issues

Fermosa — Thu, 16 Dec 2021 00:05:47 GMT

Honestly I just a refund and idk what happen today but I didn’t like I want refund and they just gonna take anyways bc I don’t use that number anymore and I want a refund. That’s what the guy told me at public mobile spot told me he said you guys will give me a refund so that’s all I want nothing more. But I’ll for a couple of hours i guess

Re: Payment issues

esjliv — Thu, 16 Dec 2021 00:11:46 GMT

@Fermosa wrote:
Honestly I just a refund and idk what happen today but I didn’t like I want refund and they just gonna take anyways bc I don’t use that number anymore and I want a refund. That’s what the guy told me at public mobile spot told me he said you guys will give me a refund so that’s all I want nothing more. But I’ll for a couple of hours i guess

@Fermosa - I just sent you a Private Message, check your Envelope/INBOX. I believe CSA messages me in error, when trying to get to you.

Good luck