topic Re: No One Cares At PM in Get Support

No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 01:57:40 GMT

On December 27 my plan and my account became a disaster. I had 3 renewal dates between Dec 15th and Jan 13th. Every two weeks I get charged eight dollars for an add-on by the system. On March 5th after the agent refunded the money once the saw I did not purchase the add on he told me it would not happen again. I have been told this 7 times. I have been in Florida since December 26 and have not touched my account. I have been in contact with seven different agents and each time they bumped my issue to a higher tech level. I have 2 different renewal dates and have been charged hundreds of dollars and the agents just refund the money after I explain my issues. Is there any way that I can get someone at PM to notice me and fix the account? I have asked someone to monitor my account and nothing happens. I was told that they are still working on it and it has been three months now. I don’t want to leave public mobile but all they are doing every two weeks when I see these charges coming is put a Band-Aid fix on it. I can’t even change my own plan unless I do it immediately which is not sensible. The box to change it on the renewal date is not highlighted so I can’t click on it. Anyway enough of my ranting. Can anyone out there help because PM does not seem to care.

Re: No One Cares At PM

JL9 — Tue, 22 Mar 2022 02:07:52 GMT

You may want to bump this over to the Support section as opposed to the lounge. In any event, opening a ticket is probably the best bet and getting in contact with a customer agent to see if you can nip this in the bud once and for all.

Re: No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 02:18:29 GMT

Thanks but it have had 7+ tickets and it’s been bumped to their highest level. Right now for instance it shows my renewal date as March 25th at which time my plan will go from $15 a month ( I reduced it for my Jan and Feb renewal as I am not using phone). I was charged on March 15th for $15 plus an $8 add-on with no rewards of which I have $5 per month. My account shows renewal date of March 25th at which time my plan bumps up to $25 less rewards. I don’t even know my renewal date now as this happens every two weeks. I could cry I am so stressed. I am almost 70 years old and get no help from PM. It’s very impersonal. Just keep charging me every 2 weeks and then makes me explain a over and over this complicated mess and beg for my money back

Re: No One Cares At PM

HALIMACS — Tue, 22 Mar 2022 02:28:31 GMT

@Mimi33 , I'd never normally tag a PM staffer directly in a reply, however this sounds ridiculous.

This is not worth your continued effort and it would seem to me the least PM could do would be to provide you with a complimentary account until they're able to remedy whatever the account issue is.

@J_PM , would you concur?

Re: No One Cares At PM

JL9 — Tue, 22 Mar 2022 02:30:42 GMT

Yes, hopefully a resolution that will deal with it once and for all.

Re: No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 02:31:07 GMT

That would be amazing. What a wonderful idea. It is sad that I have to go out to the forum and badmouth PM to get some real help. I guess I should suggest this?

Re: No One Cares At PM

HALIMACS — Tue, 22 Mar 2022 02:36:30 GMT

Well I would, @Mimi33 .

Truth be told, if my experience was the same as yours (and I could not associate the problem with something I did or didn't do), I likely would have moved to another provider by now.

Re: No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 02:44:43 GMT

I am going to do that if they don’t set up another account I wanted to give them a chance and I have been out of the country since Dec. I now need to research plan costs as texting to USA is a must for me. Not sure what the plans cost but probably more that net $20 plus tax. Thanks again for your suggestion

Re: No One Cares At PM

dust2dust — Tue, 22 Mar 2022 03:50:52 GMT

Can you show some images of your overview page. Also your payment history.

How long have you been with Public? If recent then did you have any problems when you started? 3 renewals? Is that the same account or do you handle multiple accounts? Images would tell a better story.

Re: No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 04:17:05 GMT

Only one account. I have been with PM for over 2 years.

Re: No One Cares At PM

dust2dust — Tue, 22 Mar 2022 04:18:17 GMT

That is a mess.

You never bought the roaming add-ons? You never bought the 1gb data add-on? What actual plan do you think you're on?

Can you go back another screen? It would be helpful to know why the $31 system issue with the $7 balance before that..

And an image of your overview page too. But you'd want to edit out anything identifiable.

Re: No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 04:22:49 GMT

Re: No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 04:27:58 GMT

Re: No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 04:37:10 GMT

I was on the $25 plan and just after my Dec renewal I tried to switch to the $15 plan as I was leaving Canada Dec 27 for 3 months. On Dec 27th all I added was an $8 add-on for unlimited calling within USA. On Jan 1st I switched my iPhone to the US SIM card and did not touch my account after that. Every single posting was done by the system. There are multiple posting on Dec 27th that I did not make. I could not even change back to the $25 plan from the $15 plan on my renewal date in March. I had to call and have them force it. When I tried to change to the $15 plan before the renewal date in January computer changed it immediately so I had an agent force it to $15. It didn't work so they forced it for February. It still didn't work so finally it worked in March but at that time I wanted to go back to the $25 plan. I am almost 70 years old and I have to keep all of these issues and ticket and dates in my mind and every two weeks I have to tell yet another agent with another ticket all the problems. It's still a mess and now the plan is to change on March 25th?? not mid March when my plan renewed (it still renewed at $15) and I need the $25 plan on Thursday before the supposed change on the 25th.

Re: No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 04:45:33 GMT

the agent corrected the billing an hour ago. he has not replied to my request to be on the @$25 plan that I need in two days. He is ignoring me so now I have to start a new ticket and beg them to change my plan as requested with the ticket of March 5th. I just want to cry. I wish e1 in the forum could see the way they treat their customers

No One Cares At PM

darlicious — Tue, 22 Mar 2022 05:43:48 GMT

@Mimi33

I'm sorry to hear you are having this unusual issue. There have been a couple other customers that have experienced a similar kind of glitch of repeat autopay charges occurring every 10 or 14 days. Any kind of autopay charge outside of your 30 day plan amount should never occur. Also not automatically getting you rewards applied upon renewal seems to tied into this glitch as well. I'm curious if this all started after you added a US Roaming add on for your initial trip down south?

Secondly, the way customer support has handled this issue is unacceptable.....I am sure they opened a ticket with the tech team to investigate why this is occurring which obviously they haven't figured out yet and yes sometimes that may take time ( I have had a weird glitch happen in the past as well) however a senior CSA took over my case and proactively monitored my account on the dates that charges would occur, reverse any charges, follow up with the tech team and reach out to me with updates until they were finally able to correct the issue ( 3 months total). So while the issue was worrisome I was assured pm was handling it and I didn't need to make any extra effort on my end to stay on top of it and continue to reach out to customer support.

While @HALIMACS has already tagged the community manager @J_PM to look into your support tickets via this thread I would suggest you click on her name to be brought to her profile so you can private message her directly and ask her to look into this personally and she can update with how she has escalated your issue to get a resolution and if she doesnt offer you some compensation for this hassle you can request it yourself but foremost pm needs to fix this glitch with some urgency rather than letting you swing in wind and passing the buck onto the next CSA that gets your support ticket.

I will look for the threads at the beginning of January that reported similar repetitive autopay charges so Jade will be able to reference those threads and locate those users' tech team support tickets to see what the cause and the fix was for their issues so hopefully you can get a quick resolution...?

You mentioned you still need to recieve text messaging while in the US which is presumably why you haven't suspended your account while away but have you wanted to have any US roaming add ons on your account? If I recall from quite awhile ago that you have landline and wifi at your Florida residence?

Simply maintaining service by having the $15 plan will allow you to recieve incoming SMS texts without the need for a US Roaming add on. Downloading a voip provider like textnow will allow you to send (and recieve) texts and call for free while on wifi to follow up on any incoming texts from your pm phone. Or if you have a US mobile provider like mint mobile the voip app could also be used on mobile data.

Next winter you can look at getting mint mobile and use the call forwarding options for your pm service along with the option to use a text forwarding app as well....just set a reminder on your calendar to ask the community about those options a few weeks before you leave in the late fall (or just after xmas?) for Florida.

Please give us an update with the progress customer support and Jade make on your issue and if it looks like the unwanted charges are imminent you can always try suspending your account via lost/stolen before midnight eastern before the next set of non renewal charges would occur and log back in after noon eastern the following day and resume your service and see what happens...

Is your service still working?
Do the charges appear in your transaction history before you resume service?
Do they appear after resuming by triggering autopay?
Does your service suspend?

Lost/stolen should prevent any charges from occurring once you suspend and after you resume debits from your account would only occur if you had a balance in your available funds....but let's see if they can finally figure this out before March 23rd your next apparent "renewal".

Try calling from your landline 1 855 4PUBLIC and enter your 10 digit phone number to see what renewal date and account info that gives you and call again after the 23rd to see if it gives you the same info....that would then likely be your correct renewal date.

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: No One Cares At PM

darlicious — Tue, 22 Mar 2022 05:45:44 GMT

@computergeek541 @ShawnC13

Could one of you move this out of the lounge please and thank you?

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: No One Cares At PM

dust2dust — Tue, 22 Mar 2022 06:09:01 GMT

Here's my look at it all.

This is long... There are still a couple holes as I ask below.

Seems fine up until during the Dec. 13 renewal.

What happened Dec. 11 to get an $8 system issue?

Were there any transactions between Dec. 13 to 27? Seems the 13th renewal started out fine but the plan charges are missing.
Then it took the nose dive.

The 27th it appears you bought the talk and text and another talk and still on the $25 plan. So you're down $16. Plus an early renewal. Did you ask them at this time to do something in your account?

Jan. 6 another talk not 10 days after the prior one. But you said on the 1st you weren't even using this service. So down another $8.

Jan. 16 is a later renewal than it should but early anyway. Still like to know any transactions between the 13th and 27th. You're still on the $25 plan. Yet another talk add-on but at least it seems to be 10 days after the other. So down another $8.

Jan. 26 another talk add-on 10 days after the other. But again down another $8.

Feb. 5 it took money but did it wait until the 9th? Were there any transactions between the 5th and the 9th? Then the 9th shows the $15 plan and yet another talk add-on. Down another $8 plus the early renewal.

Feb. 23 another early renewal and another talk add-on. Down another $8 plus the early renewal.

Mar. 5 another talk add-on 10 after the prior. Down another $8.

Mar. 15 early renewal 20 days and another talk add-on. Down $8 and an early renewal.

Down $72 for add-ons. Down $15 for no rewards for what should have been 3 renewals that were out of whack.
Jan. 12 should have been your next renewal. Feb. 11 after that. Mar. 13 after that. So you have 2 extra renewals.
You're up $161 from system issues. You put in $24 from 2 autopays.
You're actually square for money overall...now...from the images and information supplied.

So what needs to be fixed is the early renewals and the add-on purchasing. I would contact them and ask for it all to be escalated to a senior CSA. Then I would just ask them to clear it all out and reset it all to what plan you want to be on. As of Mar. 15 you're on the $15 plan. Except for that talk add-on again. The next renewal should be Apr 14.

Do you remember what all other add-ons you might have on file? This is where more images of your overview page would help. If they do clear out and reset it all then you would want those things back.

Re: No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 06:13:11 GMT

I have has 7 tickets at least and escalated all that I know off. No one is monitoring my file even though I begged them to over and over

Re: No One Cares At PM

Mimi33 — Tue, 22 Mar 2022 06:16:43 GMT

Can @comptergeek541 kingly explain why I am being asking that I move the discussion out of the lounge? I only asked for community help after 3 months of trying to get support via a ticket. I have pleaded and begged for help. Asked for my account to be monitored. I am not down any money but I have to create tickets every 10 days or so and the last agent today would not refund my money even though my last renewal was Feb 23rd. He said March 15 is correct. I need help so I came here. I won't post any more.