topic Re: Introducing "Customer Support Agent" in Get Support

Re: Introducing "Customer Support Agent"

Fizzajaffri — Thu, 06 Jan 2022 08:21:49 GMT

Hi i aready cancelled my service right after 1 week of installation.. i transferred my line to other provider but you still charge me .. can you pkease tell me why

Re: Introducing "Customer Support Agent"

computergeek541 — Sun, 12 Sep 2021 06:09:38 GMT

@Fizzajaffri wrote:
Hi i aready cancelled my service right after 1 week of installation.. i transferred my line to other provider but you still charge me .. can you pkease tell me why

Are incoming calls working at your new carrier? Check if your Public Mobile service still works. if your Public Mobile service isn't working and calls are going to yoru new carrier, you need to inquire with a customer support agent. Click here to send a message to a customer support agent: Private Messages - Community (publicmobile.ca)

If your Public Mobile service is still working, your number transfer never completed, and you'll need to discuss this with your new carrier to get them to try again to port the number to them.

Re: Introducing "Customer Support Agent"

JK8 — Sun, 12 Sep 2021 06:09:53 GMT

@Fizzajaffri wrote:
Hi i aready cancelled my service right after 1 week of installation.. i transferred my line to other provider but you still charge me .. can you pkease tell me why

If you ported your number out to a new provider then your account should have been closed automatically. Can you log into self service?

You should contact a CSA.

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 our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Hours of operation:

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

Re: Introducing "Customer Support Agent"

hTideGnow — Wed, 22 Sep 2021 17:43:56 GMT

@Fizzajaffri how you cancelled the service here?

did you port out your number? If so, did the port ever completed? You got incoming calls on your new provider?

Can you still login to My Account? If you can, then something wrong, if porting completed, account would have closed.

if you didn't port the number away from PM, then you need to cancel the service by logging in My Account and disable Autopay and remove credit card, have you done this?

[highlighted answer ...... Luddite]

Re: Introducing "Customer Support Agent"

darlicious — Sun, 12 Sep 2021 08:30:00 GMT

@Fizzajaffri

If your number was successfully ported to your new provider and you can no longer log in to your pm account nor access your account info by dialling 1-855-4PUBLIC and entering your 10 digit phone number then your account is closed.

However on the rare occasion the odd customer has reported that autopay system has continued to charge the card registered for autopay if it had not been manually removed from the account. Customer support can remedy the problem by issuing a refund. Contact them as per previous posts.

Re: Introducing "Customer Support Agent"

Fizzajaffri — Sun, 12 Sep 2021 14:51:33 GMT

I didn’t remove auto pay because i thaught if everything moved so its automatically cancelled. i removed it yesterday but what about you took money from my account already please refumd that

Re: Introducing "Customer Support Agent"

Anonymous — Sun, 12 Sep 2021 14:56:23 GMT

@Fizzajaffri : Removed it how? If the account is closed you can't log in or use the IVR to remove autopay. That might suggest that the port did not finish and your plan renewed on schedule.

Re: Introducing "Customer Support Agent"

Fizzajaffri — Sun, 12 Sep 2021 15:02:09 GMT

I didn’t move my number i am using new provider different number ..when i see charges yesterday evening so i login to my account and remove autopay and remove credit card already.. but can you pkease refund my money

Re: Introducing "Customer Support Agent"

hTideGnow — Sun, 12 Sep 2021 15:19:10 GMT

@Fizzajaffri Usually there is no need to explicitly take away Autopay if you port your number to another provider. Port success, account closed and no more Autopay.

But, things do screw up sometime. Please open a ticket with PM to seek the refund

To open a ticket with Customer Support Agent, click on the Bubble or directly at : https://publicmobile.ca/chatbot

Start by typing "Overcharge"

then click "Cntact Us"

then click "Click here to submit a ticket"

you will then direct to another page to open ticket.
There, you will be prompted to enter COMMUNITY Login (NOT My Account/Self-Serve) to validate your identity,

After ticket successfully opened, keep checking your Community inbox (envelope icon on top right) CS Agent will communicate with you there

If you have problems submitting a ticket, you can also send a private message to CS_Agents (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Introducing "Customer Support Agent"

Dunkman — Sun, 12 Sep 2021 15:13:11 GMT

@Fizzajaffri wrote:
I didn’t move my number i am using new provider different number ..when i see charges yesterday evening so i login to my account and remove autopay and remove credit card already.. but can you pkease refund my money

@Fizzajaffri

If you did not port your PM number to new provider, you did not officially close your PM account. You will need to remove your credit card as you just did.

You can ask CSA nicely for a refund. YMMV. Generally, there are no refunds in a prepaid mobile accounts.

Re: Introducing "Customer Support Agent"

Anonymous — Sun, 12 Sep 2021 15:40:43 GMT

@Fizzajaffri : Your first post here said you transferred your line. As many people do, that's slightly incorrect terminology but also generally interpreted as porting/transferring the number.

So your account here simply carried as if nothing changed. How could it know? So yes, remove your payment card which should turn off autopay and let the account suspend and then deactivate and you're done. I don't think it's reasonable for the company to refund you when it dutifully did everything it was told.

Re: Introducing "Customer Support Agent"

sa7375 — Sun, 12 Sep 2021 15:42:06 GMT

@Anonymous wrote:
@Fizzajaffri : Removed it how? If the account is closed you can't log in or use the IVR to remove autopay. That might suggest that the port did not finish and your plan renewed on schedule.

@Anonymous: I found that reply apt, and also worth a chuckle. 😊

@Fizzajaffri: Kindly note that the 'Community' cannot arrange your refund, that is, if you think you are justifiably due for it. The refund, if any, will ONLY be processed through the 'Customer Service'. But it's a good idea to have your actions clarified here before approaching the Customer Service. Best wishes.

Re: Introducing "Customer Support Agent"

Fizzajaffri — Sun, 12 Sep 2021 17:52:02 GMT

Where is customer servise i need my refund they charged me I don’t even use there services since ling yime I transferred to freedom

Re: Introducing "Customer Support Agent"

hTideGnow — Sun, 12 Sep 2021 17:59:35 GMT

@Fizzajaffri wrote:
Where is customer servise i need my refund they charged me I don’t even use there services since ling yime I transferred to freedom

@Fizzajaffri It is customer's own responsibility to cancel the service , in PM case, remove Autopay. Moved away to another provider and have not use PM service for long time is NOT a valid reason to ask for refund.

If you have not removed Autopay yet, please Login to My Account, disable Autopay and remove credit card.

Re: Introducing "Customer Support Agent"

Yummy — Sun, 12 Sep 2021 17:58:01 GMT

@Fizzajaffri wrote:
Where is customer servise i need my refund they charged me I don’t even use there services since ling yime I transferred to freedom

Did you port your PM number to freedom? If yes, then your PM account is closed and PM should not continue to charge you.

But if PM is still charging you, you should:

Disable autopay and remove autopay credit card info to stop autopay and port your number to another provider. Your account will be cancelled right away.

Billing issues can be resolved by Moderators only. To contact them:

- Use the ticketing system for a faster response time (preferred method as Ticket is assigned and easy to follow up with MODs). Click here and type ticket, then select account-specific question, then select you need a human now. Follow the prompts to submit a ticket or,

- Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Introducing "Customer Support Agent"

Fizzajaffri — Sun, 12 Sep 2021 18:06:47 GMT

I thought of ots transferred so its automatically cancelled but it didn’t .. now i removed autopay already.. and please cancel .. and credit please

Re: Introducing "Customer Support Agent"

Anonymous — Sun, 12 Sep 2021 18:08:21 GMT

@Fizzajaffri wrote:
Where is customer servise i need my refund they charged me I don’t even use there services since ling yime I transferred to freedom

@Fizzajaffri

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

Here’s How To Contact Customer Support Agent by CS_Agent,

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.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

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

Customer Support Agent by CS_Agent, will Response to your inbox by private message
Check your private message inbox (click on the envelope top right of your screen)

Good Luck....

Re: Introducing "Customer Support Agent"

Fizzajaffri — Sun, 12 Sep 2021 18:08:47 GMT

I didn’t move the number i am usung freedom mobile number and it’s ok for me .. o just wanna camcel there services now

Re: Introducing "Customer Support Agent"

hTideGnow — Sun, 12 Sep 2021 18:09:12 GMT

@Fizzajaffri wrote:
I thought of ots transferred so its automatically cancelled but it didn’t .. now i removed autopay already.. and please cancel .. and credit please

If you have requested porting and if porting was successfully, your account would have closed and would not be able to logon

the fact that you can now logon, it is possible that the porting wasn't completed... Or "ots transferred" is said is not porting

Re: Introducing "Customer Support Agent"

Anonymous — Sun, 12 Sep 2021 18:09:48 GMT

@Fizzajaffri : You're flip-flopping. If you moved/ported/transferred your actual phone number to another provider then you have something. If that failed then you have something.

If you picked a whole other new number at that other provider then I don't think you're entitled to anything.