topic Re: about my experience in Get Support

about my experience

Janice_yunhan — Sat, 05 Feb 2022 15:15:20 GMT

I must write down my experience here!
Public Mobile charged me over 2000 last year!

The reason was they automatically charged me a 1GB add-on each month for $11, and several times, some months, they charged me over 200 dollars for the data add-on; if you did not check the bills, you couldn't find it.

I asked them to check last October, no one answered me, and till now, they said everything is normal, that was so ridiculous.

The company must refund me asap. Otherwise, I will ask the lawyer for help.

Re: about my experience

Anonymous — Fri, 04 Feb 2022 17:33:26 GMT

@Janice_yunhan : Wow. Would you like to post a screenshot of the left side of your overview page. Maybe also your Payment History from here (not payment card). Maybe we can see some things to help guide you in your quest for justice.

Re: about my experience

VIP_Tech — Fri, 04 Feb 2022 17:33:30 GMT

Hi @Janice_yunhan

get in touch with Customer Support Agent (publicmobile.ca)

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)

Re: about my experience

softech — Fri, 04 Feb 2022 17:40:03 GMT

@Janice_yunhan you only check your credit card statement once a year?

Check the transaction log on My Account I think it can go back as many as 6 months. Review them all and kindly post us some screenshots.

Yes , at the same time, open a ticket with PM support for investigation

Re: about my experience

0PX9O4 — Fri, 04 Feb 2022 17:50:17 GMT

@Janice_yunhan

This sounds concerning. It's possible you may have been a victim of fraud. Given the amount of money involved, I actually would recommend you do seek legal assistance and also have someone look at your devices to ensure that no one else has been using them improperly without your knowledge.

We are all PM customers just like you, so it would seem the scope of this problem goes way beyond our ability to assist.

Re: about my experience

JK8 — Fri, 04 Feb 2022 17:54:51 GMT

@Janice_yunhan

I hope Public Mobile will sort this out quickly. Keep us updated.

Re: about my experience

softech — Fri, 04 Feb 2022 18:03:38 GMT

$2000 a year seem really overcharge. But keep in mind in the transactions log PM breaks the monthly plan price into 2 lines , a line about service and another line about the data. I wonder if you saw that and you think PM keep charging data monthly

Re: about my experience

HALIMACS — Fri, 04 Feb 2022 18:14:05 GMT

Well @Janice_yunhan , start building your case.

First, I'd start with asking your payment card company to detail the transactions (unless you're able to view them all on your credit card statement)

Then, correlate those charges with the "View Payment History" section of your Public Mobile self-serve landing page. This will be to ensure you weren't charged against some other (as of yet, unknown) PM account which may have been setup when you first activated. [if you activated in-store and the agent had activation issues...]

Take a screenshot of all the pages of the View Payment History screen, for the past 6 months, and post them here.

We can help to build your case, but it'll be up to you to defend it!!

It'll look kinda like this:

Re: about my experience

CountyDownIeUk — Fri, 04 Feb 2022 18:17:53 GMT

@Janice_yunhan

And you did not notice on your credit card or bank statement of this anomaly?

And the add-ons are a two step process....you cannot set them up to be a recurring purchase.

Based on Telus policy I doubt if you will get it all back.

Re: about my experience

Yummy — Fri, 04 Feb 2022 18:14:48 GMT

I am not aware of PM's recurring charges for add-ons. It is always 'one time deal' - you buy it use it and done.

Unless somebody is playing nasty joke on you having access to your PM account.

Please provide screenshot of your PM payments (form PM account); maybe we can assist figuring out what is going on.

Re: about my experience

BKNS27 — Fri, 04 Feb 2022 18:24:01 GMT

@Janice_yunhan

Wow, I guess you don’t check your monthly CC statements.
There could be two reasons for the high charges.

1. You CC was compromised.

2. Your Add-ons maybe calls or text while you are at another country and roaming charges was added on.
Best you check your Self Serve account to see what happened as @HALIMACS instructions.

Keep us posted.

Re: about my experience

CountyDownIeUk — Fri, 04 Feb 2022 18:26:46 GMT

@Janice_yunhan

Did you use all that extra data?

Do you have a huge balance?

Are you on autopay?

Re: about my experience

Anonymous — Fri, 04 Feb 2022 18:45:12 GMT

@BKNS27 : There are no surprise out of the blue charges here. We need to pre-pay for everything. This customer has something going on that appears to be very improper. We'd all like to help them if they could post some pics or answer some questions.

Re: about my experience

ShawnC13 — Fri, 04 Feb 2022 23:05:52 GMT

@Janice_yunhan, sorry to hear about this. So in your account overview do you have a list of all the data add-ons that were purchased (by error) or did you use the data? What is the plan you are currently on with how much data?

Re: about my experience

CountyDownIeUk — Sat, 05 Feb 2022 01:38:29 GMT

@Janice_yunhan

Gone awol?

Re: about my experience

softech — Sat, 05 Feb 2022 02:20:52 GMT

I don't think she want any help here other than expressing her frustration.

Honest, paying $2000+ year, close to $165 per month at least, while she has all the right to ask the money back if it is proven to be a fault on PM side, she still share a bit of responsibility for failing to catch this early..

Re: about my experience

Anonymous — Sat, 05 Feb 2022 02:24:19 GMT

@softech : I wonder if it's something like the 10 day plan customer not long ago. Which is why I asked for screenshots.

Re: about my experience

softech — Sat, 05 Feb 2022 02:26:15 GMT

I have a feel she won't come back and that could be another Mystery of the Year

Btw, did the other person with the 10 days plan ever come back and update us? I wonder if PM is kind enough to offer any compensation. That was another BIG mistake.. big in terms of the amount involved 🙂

Re: about my experience

Anonymous — Sat, 05 Feb 2022 02:27:53 GMT

@softech : I don't remember hearing an update. Maybe there was.

Re: about my experience

Community_QA — Sat, 05 Feb 2022 14:49:09 GMT

@Janice_yunhan my advise to you. Check your Credit card statement regularly!!

Don't call your lawyer, you already lost $2000. you don't want to loss more on lawyer fees