topic Re: Wost Service Ever - Cancel your account before you end up like me in Get Support

Wost Service Ever - Cancel your account before you end up like me

FlyingFitz — Thu, 06 Jan 2022 08:22:41 GMT

We lost the account info for Self Service- and lost the phone. Now 4 months later we are still getting billed and we can't stop it - no human to contact and nobody in this community is active unless they are trying to get you into a contest or something. No help what so ever - contacting BBB and our laywer next to see what we can do. Simply the worst experience I have ever gone through since having a cell phone over 25 years now. I will never go with these people again or ever recommend them to anyone . Get out now before you end up like me!

Re: Wost Service Ever - Cancel your account before you end up like me

t_p — Fri, 03 Sep 2021 12:45:36 GMT

@FlyingFitz wrote:
We lost the account info for Self Service- and lost the phone. Now 4 months later we are still getting billed and we can't stop it - no human to contact and nobody in this community is active unless they are trying to get you into a contest or something. No help what so ever - contacting BBB and our laywer next to see what we can do. Simply the worst experience I have ever gone through since having a cell phone over 25 years now. I will never go with these people again or ever recommend them to anyone . Get out now before you end up like me!

Do you mean your credit card is still being billed? If so you can ask the issuer to intervene and stop the payments.

Re: Wost Service Ever - Cancel your account before you end up like me

Dunkman — Fri, 03 Sep 2021 13:04:07 GMT

Sorry to hear about your troubles. If you know your PIN number, you could call: Dial 1-855-4PUBLIC . Follow prompts to remove autopay.

Have you tried reseting your password.

https://selfserve.publicmobile.ca/forgot-password/

(Check your junk folder)

If not working, you will need to contact CSA

To contact Customer Service agent (CSA) via 2 methods:

Ticketing system - faster response time

Click on the chat bubble icon on the right lower corner of website to start ticketing process to contact CSA. Type: payment problem. Follow the prompts to submit ticket.

2 Send a private message to moderator through the following link :

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

P.S. Also check your private message.

Re: Wost Service Ever - Cancel your account before you end up like me

softech — Fri, 03 Sep 2021 13:07:19 GMT

@FlyingFitz wrote:
We lost the account info for Self Service- and lost the phone. Now 4 months later we are still getting billed and we can't stop it - no human to contact and nobody in this community is active unless they are trying to get you into a contest or something. No help what so ever - contacting BBB and our laywer next to see what we can do. Simply the worst experience I have ever gone through since having a cell phone over 25 years now. I will never go with these people again or ever recommend them to anyone . Get out now before you end up like me!

@FlyingFitz Before you file the complain, may I understand what have you tried to do in this situation? Where you try to seek help so far? How did you try to contact PM Support?

You have setup this Community account on Sept 2 and seems like the only post you have is this one.

You did mentioned that "nobody in this community is active unless they are trying to get you into a contest". So, you have been following this Community and understand how this Community works? If so, you might be aware that many people posted their issue here and try to seek help from fellow customers.

I think PM Support is definitely not perfect. But for any customer, they do have the responsibility to understand the service they engaged in. To file a successful complain, they also have to show clearly what action they have taken which could then prove to lack of action from the provider.

Good luck with the new service.

(BTW, do you need help cancelling your account or need help to port your number out?)

Re: Wost Service Ever - Cancel your account before you end up like me

FlyingFitz — Fri, 03 Sep 2021 13:13:51 GMT

It was setup through the bank and our bank account gets billed each month. So we tried to stop it at the bank, but the payments are still getting through. Don't Public Mobile have a way to get the account into back so we can login and cancel?

Re: Wost Service Ever - Cancel your account before you end up like me

FlyingFitz — Fri, 03 Sep 2021 13:16:46 GMT

I have tried using Simon, contacting a modarator - I don't have access to the account info so nothing has worked. Contacted the bank to stop payments and everything - but the payments are still getting through. I finally setup this account just to get into the commnunity and the first post I got was to enter a contest, not any support. Hence my reply to the thread. How do I cancel this account so I don't get billed any longer?

Re: Wost Service Ever - Cancel your account before you end up like me

softech — Fri, 03 Sep 2021 13:17:32 GMT

@FlyingFitz Please try to get access to your My Account/Self-Serve first

you can try the Forgot Password link the on page, enter the email address you have used and then answer the Security question

If you are unable to reset through Forgot password, you have to open a ticket with PM.

While the ETA is said to be 48 hours, they usually rely within 1 to 4 hours. Just check your Community inbox on the top right as they communicate with you via messaging you there:

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request Cusstomer Support Agent assistance, or you can also use this direct link instead https://publicmobile.ca/chatbot. Start with typing "Submit a ticket", click on "Contact Us", click on "Other" from the choices, click "Click here to submit a ticket" then Follow the prompts to submit a ticket.

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

Re: Wost Service Ever - Cancel your account before you end up like me

Triguy — Fri, 03 Sep 2021 13:18:19 GMT

Here’s when and how to contact our Customer Support Agents:

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.

Re: Wost Service Ever - Cancel your account before you end up like me

softech — Fri, 03 Sep 2021 13:19:28 GMT

@FlyingFitz wrote:
I have tried using Simon, contacting a modarator - I don't have access to the account info so nothing has worked. Contacted the bank to stop payments and everything - but the payments are still getting through. I finally setup this account just to get into the commnunity and the first post I got was to enter a contest, not any support. Hence my reply to the thread. How do I cancel this account so I don't get billed any longer?

SiMON is tough to you... but follow my step above, type in what I said there and you can get to the open ticket screen quick

Also, the 2nd step is to send them direct message, that would work too

Don't give up .. Support is online, it does work. It just take a bit of time to understand

Re: Wost Service Ever - Cancel your account before you end up like me

Yummy — Fri, 03 Sep 2021 13:45:16 GMT

I cannot see a reason for somebody to wait 4 months of not having a service but getting billed every month for such and not trying to resolve it.

You should mention your issue to community as soon as you lost your phone/SIM and many members will advise you of proper steps to take to stop your service.

I hope you still remember your PM user ID. If you forgot password it is easy to reset it. Then you could cancel autopay and/or delete your credit cart and payments would stop.

I believe MODs will help you out (including potential refund) if you open ticket with them. MODs communicate with clients through Community; watch for mailbox at top right corner...

I find easiest way to open a ticket to Click here and type ticket, then select account-specific question, then select you need a human now. Follow the prompts to submit a ticket.

Re: Wost Service Ever - Cancel your account before you end up like me

AE_Collector — Fri, 03 Sep 2021 13:58:00 GMT

You need a community account to request help from us (fellow customers) or from CSA’s (PM employees). Your community account was created yesterday. I’m not sure how you have been working in this for 4 months. You have almost instantly received the info you need from us to cancel your account since posting here yesterday.

I am not aware of any arrangement at PM to withdraw monthly funds directly from your bank account. Maybe some arrangement I am not up to speed on. This makes me wonder if you are enquiring at the correct provider here?

AE_Collector

Re: Wost Service Ever - Cancel your account before you end up like me

FlyingFitz — Fri, 03 Sep 2021 14:11:35 GMT

We don't have a PM User ID or any login info, and we have been tring to get someone to talk to with Simon but he kept needing verification info to proceed which we don't have. That was a loop we went in over and over again trying every question we could answer only to get "We need to Verify"..... so no messages got anywhere or to anyone for the last few months. I finally setup this account to get into the community - which is not the actual account holder - I am doing this for my Step Mother which has no idea about this setup or anything. It isn't setup from a credit card, it is the bank and we tried putting a stop payment on it - only to have the back ignore it and they still get paid each month. STOP TELLING ME TO GO TO SIMON - I NEED A HUMAN - I DON"T HAVE THE INFO HE REQUIRES: Account holder: Ixxxx Dxxxx and Phone Number 709-xxx-xxxx

Edit by Dunkman: removed personal information from public forum

Re: Wost Service Ever - Cancel your account before you end up like me

softech — Fri, 03 Sep 2021 14:04:41 GMT

@FlyingFitz there is no human to talk to.. All support is online

Please try this to open ticket. For method 1, type in exactly what I show you and you can get to open ticket right a way. Or method 2 for direct message

(Just make sure you come back and check your Community inbox after you open the ticket)

1. Click on the bubble in the lower right corner and request Cusstomer Support Agent assistance, or you can also use this direct link instead https://publicmobile.ca/chatbot. Start with typing "Submit a ticket",

click on "Contact Us",

click on "Other" from the choices,

click "Click here to submit a ticket" then Follow the prompts to submit a ticket.

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

Re: Wost Service Ever - Cancel your account before you end up like me

FlyingFitz — Fri, 03 Sep 2021 14:04:36 GMT

FROM SIMON :::

IOf you forgot or want to modify your Self Serve email, you will need to contact a Customer Support Agent.

*Please keep in mind that your Community and Self Serve email address must be the same, so if you earn a Community Reward, you can get it applied to your account.

>> SO I can't get into the support needed - How do I do that without the login info?:

Re: Wost Service Ever - Cancel your account before you end up like me

softech — Fri, 03 Sep 2021 14:06:12 GMT

@FlyingFitz please follow my step by step instructions to open ticket with PM.

First ask them about the My Account. Ask them if you have setup one yet. If so, ask them to confirm what email address used and reset password

Re: Cancelling account

FlyingFitz — Fri, 03 Sep 2021 14:08:23 GMT

Good Luck - We have been getting billed for 4 months now and still can't get it cancelled without the account info that we lost. Tell all your friends how terrible this serivce is and hopefully loss of people will spark a change in this FRUSTRATING and IMPOSSIBLE task of getting access back and cancelling your account so you don't get billed. Wondering how many other people they bill monthly but they Can't cancel. If this doesn't get solved for you - please message me and we can get together for a PUBLIC LAWSUIT!

Re: Cancelling account

softech — Fri, 03 Sep 2021 14:14:30 GMT

@FlyingFitz first, this is an old thread from close to a year ago

second, if you have taken the proper step to create a My Account/Self-serve , then you would be able to logon to the Self-serve portal to stop the Autopay or remove the credit card. There is no scam here. If the user does not follow the proper step themselves, it won't make a successful case.

I understand you try to get contact with support directly. But Support here is all online. It is said clearly on the website. It is the user responsibility to understand the service they are signing up to.

We are trying to help you on your own thread and hope we can get you on My Account so you can stop your Autopay and remove the credit card on the system.

Re: Cancelling account

Dunkman — Fri, 03 Sep 2021 14:15:25 GMT

Re: Cancelling account

FlyingFitz — Fri, 03 Sep 2021 14:16:53 GMT

I have done everything any moderators said - submitted a ticket - but that is all the same replies - direct message or submit a ticket -that is what i have done with no help whatsoever so far from many messages .... why is it so hard to reset account info - and who can actually do that - doensn't seem like anyone in this forum can?

Re: Cancelling account

FlyingFitz — Fri, 03 Sep 2021 14:18:26 GMT

Another person getting billed for months and can't cancel.... I am sure may of these will be piling up - please message me if you are in the same boat. I will collect all info and we can tackle this together.