topic Re: Order in Get Support

Order

Sarahmulder79 — Thu, 06 Jan 2022 08:08:25 GMT

I order a Motorola g fast on 04/21/2021 and never got it and the police and the Post office told me to get my Money refunded to a new account or credit on my New account

Re: Order

hairbag1 — Sun, 15 Aug 2021 16:00:26 GMT

@Sarahmulder79...top of page, click Get Help / Chat with Simon to start process of Customer Service Agent assistance.

Watch the little envelope icon top right side of page will be highlighted when the CSA responds.

Re: Order

softech — Sun, 15 Aug 2021 16:02:01 GMT

@Sarahmulder79 ,

did you open a ticket with Public Mobile Customer Support Agent? what did they say? Did they say they sent out and just lost on the mail? I think if you have opened a ticket with PM, the will then check with Canada Post and once they got the confirmation, PM will make the refund to your credit card. But this is a lengthy process.

Re: Order

Sarahmulder79 — Sun, 15 Aug 2021 16:03:33 GMT

They checked the Canada Post and it lost and my credit card expired so I don't have anyone

Re: Order

hairbag1 — Sun, 15 Aug 2021 16:06:09 GMT

@Sarahmulder79 wrote:
They checked the Canada Post and it lost and my credit card expired so I don't have anyone

Request that PM send out a new phone, if they say it was lost in the mails...and you actually paid for it already.

Re: Order

softech — Sun, 15 Aug 2021 16:06:23 GMT

@Sarahmulder79 so, PM already working with you? Yes, while most business will say they have to refund onto the same credit card, you can in fact ask them to post to a different one. This thing happens, like people lost their card and got a replacement one with different card number or like your case, expired)

Did PM offer you to put it back into your PM account ( you have an active account with PM?) If so, that is not a bad idea. It will cover your phone bill for couple months

Re: Order

Sarahmulder79 — Sun, 15 Aug 2021 16:06:56 GMT

I just wanted the money on a new account

Re: Order

softech — Sun, 15 Aug 2021 16:08:04 GMT

@Sarahmulder79 wrote:
I just wanted the money on a new account

on a new account.. you meant credit card or PM Account? Either way, it is doable. You still have a open ticket with PM? If not, you can re-open a new ticket and work with them

Re: Order

Sarahmulder79 — Sun, 15 Aug 2021 16:08:07 GMT

How can I do that the agent I talk was rude

Re: Order

hairbag1 — Sun, 15 Aug 2021 16:11:37 GMT

@Sarahmulder79 wrote:
How can I do that the agent I talk was rude

Did they call you ? Are they willing to work with you to get a refund ? Was there any suggestions made by the CSA ?

Re: Order

Sarahmulder79 — Sun, 15 Aug 2021 16:14:04 GMT

No I message them and they rude

Re: Order

Sarahmulder79 — Sun, 15 Aug 2021 16:16:15 GMT

Hello,

Thank you for letting me know the order number. It seems like it is on a different name and address. I have checked and its status is fulfilled since April 10 which means that your order was delivered. We cannot track your order as they are delivered by Canada Post. For further information, please get in touch with them by letting them know the order details (name, address). Here is their customer support phone number: 1 (866) 607-630

Please let me know if I can help you with anything else

Kind regards

ind regards,

Re: Order

softech — Sun, 15 Aug 2021 16:17:01 GMT

@Sarahmulder79 wrote:
No I message them and they rude

I suggest you to reply them, but on the Send To field, include CS_Agent so it will get sent to the general CS Agent mailbox and other agents see it too

Tell them you are not happen and you want to escalate the issue.

So, you don't have the original credit card anymore, what option to offer you to return your money?

Re: Order

hairbag1 — Sun, 15 Aug 2021 16:17:23 GMT

@Sarahmulder79...sounds like you might have to start the process all over again to get a CSA to address this issue.

See if you can re-open old ticket or start a new one as previously suggested.

Re: Order

softech — Sun, 15 Aug 2021 17:27:18 GMT

@Sarahmulder79 oh.. Public Mobile has not agree to refund you yet.

But honest, the reply wasn't rude. It is normal practice they will ask you to check with Canada Post first and open a ticket with Canada Post. Yes, we don't like it as a customer and it really seems PM is passing to ball to Canada Post.

Still do what you need to do first. Open a ticket with Canada Post and see what they say. You need their lost report/confirmation before you can proceed

I believe our friend @darlicious would be able to share her experience with lost phone order (although it is with SDM order and not PM).

Re: Order

Sarahmulder79 — Sun, 15 Aug 2021 16:22:41 GMT

I need a phone for emergency reason do my doctor and apt

Re: Order

Sarahmulder79 — Sun, 15 Aug 2021 16:23:41 GMT

I did a new report

Re: Order

softech — Sun, 15 Aug 2021 16:28:06 GMT

@Sarahmulder79 wrote:
I did a new report

what you meant you did a new report?

For the part you need a phone, you probably have to get a temp phone or used phone from relatives for now. It will take long to settle. If you have not checked with Canada Post yet, it is just the beginning of this long process.

Tricky part is your credit card expired (and sound like you didn't renewed the credit card) . If you still with same credit card and they might be able to help if you can show them the lost report from courier (depends on the type of card and protection you have)

Re: Order

Sarahmulder79 — Sun, 15 Aug 2021 16:29:05 GMT

I did talk to Canada Post and they saying no devilerd was made

Here my order G2013-D

248248 is 04/12/2021 that when it say deviled to me but I never got it I pay 180 I want my money back or a free month

Re: Order

softech — Sun, 15 Aug 2021 16:33:10 GMT

@Sarahmulder79 did PM give you a tracking number to work with Canada Post? What did the tracking number show?

You need to reply PM with what Canada Post told you. Or ask PM for more information to the package ,like tracking number, so you can get back to Canada Post

We try to help and try to advise. But in the end, it is PM and Canada Post you need to work with to get a resolution.