topic Re: How to stop payments? in Get Support

Re: How to stop payments?

agil5 — Thu, 06 Jan 2022 07:52:13 GMT

I really hope someone can help. I have pre-authorized public mobile payments that I want to stop. However, I have lost the sim for the phone and I am not able to log in to the account. I had 2 accounts with the same email address and only the second one is showing up when I log in. The account seems to be active as it goes to voicemail, but I have no access to it. Anyway, at this point, I just want to stop the monthly payments and none of the solutions (e.g., *611, cancel pre-authorized from the account and wait for 90 days) seem to be applicable in my case. Any advice?

Re: How to stop payments?

Anonymous — Mon, 14 Jun 2021 01:15:29 GMT

@agil5 :

Re: How to stop payments?

softech — Mon, 14 Jun 2021 00:51:16 GMT

@agil5 do you know your PIN? you can use 611 to "remove" autopay.

if not, you will have to open a ticket with mod to reset the username/password/PIN. Once you have it reset, then you can logon to My Account and remove it

(After you open a ticket with mod, please monitor your Community inbox, envelope on the top right. Mod will communicate with you via messaging within Community)

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead https://publicmobile.ca/chatbot , then type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.

2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: How to stop payments?

agil5 — Mon, 14 Jun 2021 01:10:23 GMT

Thank you, I will try this option. The *611 does not work as I essentially do not have access to the phone, since the SIM card is lost. Thanks.

Re: How to stop payments?

Anonymous — Mon, 14 Jun 2021 01:13:27 GMT

@agil5 : Oh dear. Completely overlooked that. Sorry to waste your time with that response.

Re: How to stop payments?

agil5 — Mon, 14 Jun 2021 01:15:08 GMT

no worries, it was worth the try. I think I am talking to a moderator now, not certain, first time using this function.

Re: How to stop payments?

Anonymous — Mon, 14 Jun 2021 01:20:20 GMT

@agil5 : So you want to ask them to set the second account with a new unique email address. If you might be using Gmail on the first one then you can use the instant alias feature by adding a period or plus sign before the at sign.

Re: How to stop payments?

darlicious — Mon, 14 Jun 2021 01:21:12 GMT

@agil5

Contacting the moderators is your best option at this point. You can do that thru simple simon the chatbot or by private message.

Send a private message... Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

Full name and address on pm account. ( Or province and postal code for newer accounts.)
Email, phone # and pin #.

If you cannot remember your pin # include at least three ( if they apply)of the following:

Date of birth (n/a on newer accounts.)
Last payment, date, amount, type and last 4 digits.
Alternate phone number if any.
Security question and answer.
Plan amount, any add ons or promos on account.
Last 4 digits of sim card.
Any rewards in your account.
Autopay y/n?
Account #.
Frequently called/texted phone numbers in the last 30 days.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

To send a private message to the moderators click below: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437