topic Re: Purchased Intl Long Distance Add-on by Mistake - Need US Long Distance Add-on in Get Support

Purchased Intl Long Distance Add-on by Mistake - Need US Long Distance Add-on

hibernia33 — Wed, 09 Mar 2022 18:09:50 GMT

I realized a little too late that the International Long Distance Add-on does not include calling to the US (which is what I need to do). Can I transfer the $ from one add-on to the one that I really need? I have not used the one that I bought at all... it's only been a few minutes since my mistake.

Re: Purchased Intl Long Distance Add-on by Mistake - Need US Long Distance Add-on

darlicious — Wed, 09 Mar 2022 18:15:37 GMT

@hibernia33

Contact customer support and explain your honest mistake and ask them to remove the international add on and add the US calling add on instead.

Keep an eye on the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within an hour.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: Purchased Intl Long Distance Add-on by Mistake - Need US Long Distance Add-on

dabr — Wed, 09 Mar 2022 18:18:06 GMT

@hibernia33 Buying add-ons is a two step process so if you only added funds and didn't go back to purchase the add-on, then you can now go to the add-ons page and purchase the correct add-on. However, if you took the second step and see the wrong add-on in your overview page, then you need to submit a ticket to customer support via chatbot bubble bottom right of screen and ask them to exchange the add-on to the one you want. You may need to add further funds to your account for customer to facilitate the change if the add-on you need is more than what you paid for already.

Also a reminder that roaming add-ons activate immediately and the will remain on your account for 240 hours, so it's advised to purchase as close to your trip as possible.

Re: Purchased Intl Long Distance Add-on by Mistake - Need US Long Distance Add-on

hTideGnow — Wed, 09 Mar 2022 18:18:58 GMT

HI @hibernia33 Yes, CS Agent will usually able to switch Add-ons if bought by mistake, please open ticket with PM,

Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

Type "Wrong Add-on / plan purhcased"
Then click "Contact Us"
and then click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

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

Re: Purchased Intl Long Distance Add-on by Mistake - Need US Long Distance Add-on

Meow — Wed, 09 Mar 2022 18:51:01 GMT

Only agent can help you in this matter.

If opening a ticket does not work very first time, contact agent directly for assistance. Agent might consider honest mistake and refund you $ as add-ons are usually nonrefundable.

Re: Purchased Intl Long Distance Add-on by Mistake - Need US Long Distance Add-on

hibernia33 — Wed, 09 Mar 2022 19:10:24 GMT

Thank you all so much. I have a ticket open and hopefully they will help me out with this!

Re: Purchased Intl Long Distance Add-on by Mistake - Need US Long Distance Add-on

hibernia33 — Wed, 09 Mar 2022 20:36:42 GMT

Success! All sorted out!

Re: Purchased Intl Long Distance Add-on by Mistake - Need US Long Distance Add-on

hTideGnow — Wed, 09 Mar 2022 20:57:28 GMT

Hi @hibernia33 Great to hear. and I am happy that CS Agent replied quick.