topic Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work! in Get Support

I Want a Refund for the Roaming $20 Add-on That Didn't Work!

Gozer8080 — Thu, 06 Jan 2022 09:02:00 GMT

I finally added the add-on prior to entering the US...however, my internet wouldn't work. How do I get a refund for a service that didn't work?

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

computergeek541 — Thu, 18 Nov 2021 02:09:23 GMT

@Gozer8080 wrote:
I finally added the add-on prior to entering the US...however, my internet wouldn't work. How do I get a refund for a service that didn't work?

Hello. The only way to receive consideration for this request would be to open a ticket to cotnact a CSA. This can be done by going to: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

esjliv — Thu, 18 Nov 2021 02:23:21 GMT

@Gozer8080 wrote:
I finally added the add-on prior to entering the US...however, my internet wouldn't work. How do I get a refund for a service that didn't work?

@Gozer8080 are you still in the US? The roaming addon will only work while you are in the U.S.A

You should be able to use it instantly.

1-First you need to add the $ to your account and

2-then add the add-on to your account. (make sure you go back and do this step)

*You can make the purchase via self serve account or by calling 611 on your phone.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/m-p/198974

Ensure you see the addon listed under your Overview section on your Self Serve account.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

HALIMACS — Thu, 18 Nov 2021 02:49:35 GMT

@Gozer8080

Was your device's "roaming" set to 'on'?

Also, did you manually select the local network while in the USA?

Anyway, you might try to seek a refund.

Be prepared for Public Mobile to credit your account with the amount of the add-on. It'll likely be placed in your Available Funds to be used against a future renewal cycle as opposed to refunded to the payment card.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

Gozer8080 — Thu, 18 Nov 2021 02:57:07 GMT

They're trying to low ball me. They screwed up and now I have to pay for it.

Yep roaming was on, just didn't work and CS confirmed it.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

t_p — Thu, 18 Nov 2021 02:58:05 GMT

@Gozer8080 wrote:
I finally added the add-on prior to entering the US...however, my internet wouldn't work. How do I get a refund for a service that didn't work?

@Gozer8080

First, to get the obvious out of the way: roaming is turned on, right?

Did your internet work before without issue when you were using your plan in Canada? Maybe check your APN settings and do a network reset.

Now, do you see your roaming add-ons listed in your Plan details? If no and you see $$ still sitting in your Available funds,that means your purchase is incomplete and you need to go back to the Buy add-ons page and buy it again.

If your balance doesn't show any money and Transaction history confirms the payment has been processed but no Add-ons show up, then you'll have to contact CS to have them check and re-provision your SIM.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

darlicious — Thu, 18 Nov 2021 03:00:44 GMT

@Gozer8080

Did you both add the funds and purchase the add on? Or did you choose the add on, add the funds and go back and confirm and submit the purchase of the add on? Is it in your transaction history?

US Roaming add ons start immediately after purchase and expire 240 hours later (10 days). Did you purchase too early? If you did everything correctly you can ask customer support for a credit on your account.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

Anonymous — Thu, 18 Nov 2021 03:04:28 GMT

@Gozer8080 : Did you buy the $20 data or the $20 bundle? Does your data otherwise work while in Canada? If you bought the bundle, were you able to call and text while you were struggling with data?

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

softech — Thu, 18 Nov 2021 03:16:51 GMT

@Gozer8080 wrote:
They're trying to low ball me. They screwed up and now I have to pay for it.

Yep roaming was on, just didn't work and CS confirmed it.

@Gozer8080

"CS confirmed it".. what did they say and did they tell why roaming didn't work?

So, you already opened a ticket? if they confirmed it didn't work (for whatever reason), they likely would provide you a refund or account credit

Can you post the reply you got from the CS Agent?

From what I know, many people bought that and use it and confirm it working too.

And, did you try both T-Mobile and AT&T?

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

Gozer8080 — Thu, 18 Nov 2021 15:51:35 GMT

they only offered $10 and 5G that's it...up from $7 what a joke this company is. No customer service skills.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

Anonymous — Thu, 18 Nov 2021 15:58:59 GMT

@Gozer8080 : Sooo an $85 value of compensation isn't enough for you? It also would have been useful to come here when you were having trouble with it.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

t_p — Thu, 18 Nov 2021 16:05:54 GMT

@Gozer8080 wrote:
they only offered $10 and 5G that's it...up from $7 what a joke this company is. No customer service skills.

@Gozer8080

You mean they offer you 5 GB of data?? How dare they??

Man, I wouldn't ...I mean I would want to be in your shoes!! 🙄

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

darlicious — Thu, 18 Nov 2021 18:18:51 GMT

@Anonymous

What's with these sudden generous compensation offers for minor glitches? Should I be negotiating for the last couple of 24 hour+ wait times for customer support? With a suspended account because it wouldn't take my credit card?

@Gozer8080

I wouldn't look a gift horse in the mouth.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

Anonymous — Thu, 18 Nov 2021 18:22:27 GMT

@darlicious : I know, right. Allegedly a couple months free recently. And now this. Wow. You deserve all you can ask for apparently.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

softech — Thu, 18 Nov 2021 18:29:34 GMT

@Gozer8080 wrote:
they only offered $10 and 5G that's it...up from $7 what a joke this company is. No customer service skills.

$10 and not a full $20 refund? I suspect maybe they see you used some of the Roaming data, maybe?

I still interested what they said about they confirmed it the roaming wasn't working. What was the exact reply? mind to share?

honest $10 + 5Gb data is a lot and i wouldn't call it a joke. Again, from what I know, I still don't know what they said about why roaming is not working. If it is a device issue on your end, if you have used some roaming data already and just stopped for "whatever reason".. i think the compensation is fair , might even be a "too good to be true deal". Of course, provide us more information and maybe I will agree that it was a "joke" after understanding the full story

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

softech — Thu, 18 Nov 2021 18:51:18 GMT

@darlicious wrote:
@Anonymous
What's with these sudden generous compensation offers for minor glitches? Should I be negotiating for the last couple of 24 hour+ wait times for customer support? With a suspended account because it wouldn't take my credit card?

@Gozer8080
I wouldn't look a gift horse in the mouth.

@darlicious go back and bargain. there is a better deal in the drawer somewhere.. you see OP said the deal was up from $7 to $10+5GB ?

(I am re-watching Deal or No Deal on Netflix lately 🤔.. )

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

Gozer8080 — Fri, 19 Nov 2021 17:12:05 GMT

I settled for $10 and 5Gig. It was their issue. I paid and they didn't deliver the service. I should have received all my money back...other companies would have done it...but this is Public. Thx for all your input...those who supported my issue. The others well haters will be haters. Lol.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

softech — Fri, 19 Nov 2021 17:16:54 GMT

I am still very surprise if the roaming purchased was proved unused at all and not a device issue and PM refused to refund full $20.

Anyway, you pretty much pay $10 for 5GB.. that is a good deal

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

Anonymous — Fri, 19 Nov 2021 17:17:39 GMT

@Gozer8080 : Next time, come here and ask for any help. The haters are all all too willing to help you along. I'd say what you "settled" for was way over generous. But you do you.

Re: I Want a Refund for the Roaming $20 Add-on That Didn't Work!

Gozer8080 — Fri, 19 Nov 2021 17:35:32 GMT

Obviously you're late to the party. I did report it, I also opened a ticket and posted here in the community.

Support confirmed the issue was on their side...however, my roaming for the calls and texts did work, so not a full refund. They offered $7 I asked for $15 we settled on $10 and they threw in the 5Gig. It was a fair deal. Other companies for customer centric would have refunded me the entire amount.

This is my last post about it. The matter is closed.