topic Re: User passed away in Get Support

User passed away

JC81 — Mon, 13 Jun 2022 18:47:52 GMT

Family member passed away and has auto pay. How do I cancel it, not knowing his 4 digit pin?

Re: User passed away

softech — Mon, 13 Jun 2022 18:51:20 GMT

@JC81 wrote:
Family member passed away and has auto pay. How do I cancel it, not knowing his 4 digit pin?

@JC81 Sorry for you lost

The proper way to go is to open ticket with PM support and try to get access to My Account. They will ask you some verification question and see if you can get pass that

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Another way is, if you are cancelling the credit cards, then Autopay cannot be triggered once the card is cancelled. PM account will then be suspended and 90 more days, the account will be formally closed

Last , if you know which card was used, you can wait till PM made a charge and then call the card centre to reverse the transaction. When PM sees a chargeback, they will suspended the service immediately

Re: User passed away

RossN — Mon, 13 Jun 2022 18:51:52 GMT

@JC81 Sorry to hear

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

2. alternatively you can private message them here

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

check your community envelope for a reply

Re: User passed away

CountyDownIeUk — Mon, 13 Jun 2022 18:56:20 GMT

Or if you have access to their My Account. Remove Auto Pay.

Try to remove the debit or credit card from My Account too, if you can.

Then the account will close automatically in 90 days.

Porting the number out will also close the account.

Re: User passed away

dust2dust — Mon, 13 Jun 2022 18:59:56 GMT

Sorry for your loss. If the credit card gets closed sooner rather than later then that will stop the service from renewing. If you have the phone then call 611 to get the renewal date. Or call 1-855-4pu-blic and enter the number to get the date. Then if you can login to the credit card account then put it on pause the day before and overnight into the next day. Maybe it could be put on pause anyway.

Re: User passed away

darlicious — Mon, 13 Jun 2022 22:43:00 GMT

@JC81

I am sorry for your loss. Here is some advice I gave another customer in a similar situation. I hope it helps....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Mother-Passed-Away-would-like-to-unlock-phone-and-close-account/m-p/803520/highlight/true#M535931

Re: User passed away

BKNS27 — Tue, 14 Jun 2022 01:00:02 GMT

@JC81

Sorry about your loss.
Only a CS_Agent can help you with accessing your family member’s account.

They can be contacted by creating a ticket through SIMon Chatbot on the bottom of this page or private message (envelope icon) top of this page. Keep your family member’s phone close by.

Also review @darlicious post link.

Re: User passed away

JL9 — Tue, 14 Jun 2022 02:19:37 GMT

Yeah this a good plan B if you cannot get things sorted out with a CSA