topic Re: Activation of my account in Get Support

Activation of my account

Wolle268 — Fri, 24 Jun 2022 19:05:10 GMT

Hello how can I do a payment? I had a problem with monthly payment plan. And now I can login my account to do a paymen

Re: Activation of my account

MrSpock — Fri, 24 Jun 2022 19:08:16 GMT

@Wolle268 hi you can make a payment with a voucher or a cc in your account or by dialing * 611 if you are having issues getting into your account you will need to open a ticket, to speak to a customer service agent Click here or if you are having issues with Simon you can send private message to a CS Agent here: https://bit.ly/2GGCJzH

Re: Activation of my account

Wolle268 — Fri, 24 Jun 2022 19:12:57 GMT

When I dialing *611 and do a payment can I login my account again?

or is it better to call to CS agent?

Re: Activation of my account

Wolle268 — Fri, 24 Jun 2022 19:15:33 GMT

I just tried to dial *611 .. it’s not possible it just says “ call failed”

Re: Activation of my account

hTideGnow — Fri, 24 Jun 2022 19:17:46 GMT

Hi @Wolle268 , you just lost the service not long? less than 90 days?

let's try to get back into My Account first. Open ticket with CS Agent and they can help

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

First type: "Forgot log in information"
Then Click "Contact Us"
Finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

Once 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 CS Agent (but this can take longer):

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

Re: Activation of my account

dust2dust — Fri, 24 Jun 2022 19:19:11 GMT

What problem did you have? If you or your credit card did a chargeback or reversal of charges then that's a problem. Did you?

Adding - how long ago was your last payment?

Re: Activation of my account

MrSpock — Fri, 24 Jun 2022 19:18:29 GMT

@Wolle268 has your account been suspended more then 90 days? if so your account is closed permanently

Re: Activation of my account

Wolle268 — Fri, 24 Jun 2022 20:18:24 GMT

It’s just few days overdue .. something was running wrong with my replacement setup

Re: Activation of my account

hTideGnow — Fri, 24 Jun 2022 20:23:07 GMT

HI @Wolle268 What replacement setup? you got a new phone a new sim?

but open ticket with CS Agent first, they can help to get you back onto Self-Serve My Account

Re: Activation of my account

Wolle268 — Fri, 24 Jun 2022 21:38:28 GMT

With a other payment method .. because my credit card ( what I used for the automatic payment ) was compromised and I need to replace it with my debit card … and maybe I did something wrong I’m now 2 days overdue and they Public Mobile suspended my account. I’m still working on it to get my account back so that I can use my phone again

Re: Activation of my account

Wolle268 — Fri, 24 Jun 2022 21:45:32 GMT

It’s crazy …I got a email and they said that I will have no access to my account to my account for 12 month because of further investigation? I provided all information. Was overdue for 2 days because off a setup error what I probably did. And costumer for few years and now? No access for 12 month? That’s is ridiculous

Re: Activation of my account

hTideGnow — Fri, 24 Jun 2022 21:45:47 GMT

@Wolle268 wrote:
With a other payment method .. because my credit card ( what I used for the automatic payment ) was compromised and I need to replace it with my debit card … and maybe I did something wrong I’m now 2 days overdue and they Public Mobile suspended my account. I’m still working on it to get my account back so that I can use my phone again

HI @Wolle268 Yes, PM is a prepaid service provider, so if you missed the payment, they will stop the service

You have another card on hand you can add to the system? The best way is to get access back to My Account and replace the card. Open a ticket with CS Agent

If you have opened and have not hear anything back for 2 hours, open another ticket again

Remember CS Agent will reply via the Community inbox here, not your email. So, please check

Re: Activation of my account

hTideGnow — Fri, 24 Jun 2022 21:47:49 GMT

@Wolle268 wrote:
It’s crazy …I got a email and they said that I will have no access to my account to my account for 12 month because of further investigation? I provided all information. Was overdue for 2 days because off a setup error what I probably did. And costumer for few years and now? No access for 12 month? That’s is ridiculous

HI@Wolle268 I think because of your compromised credit card, the payment from last cycle was reversed (chargeback). So, sound like not an issue with the overdue

Just explain to CS Agent what happened and try to find a solution out of it

Re: Activation of my account

Wolle268 — Fri, 24 Jun 2022 21:51:48 GMT

The last payment I did with a other card because I knew I could not use my credit card … I was able to login my account did a payment for the last month … and I thought I replace my old credit card ( but it was not the case something was wrong there ) and now I can not access my phone / account.

i have contact with a agent they ask me to buy a voucher and send them the PIN number from the voucher so that I can get my phone back .. I still waiting for the response what I need to do next

Re: Activation of my account

hTideGnow — Fri, 24 Jun 2022 21:56:14 GMT

HI @Wolle268 did you request a charge back with the credit card you used to pay your PM last time? It seems like you instruct the credit card for a charge back (reverse the payment) and got into this situation.

Re: Activation of my account

Wolle268 — Fri, 24 Jun 2022 21:56:54 GMT

That’s also crazy … i told them that my cellphone is not working because they suspended my account but they still send me a verification code via text and ask me for this code? I said them again I have no cellphone line they must send buy email. And they didn’t …they ask me just again question about my account to verify me

Re: Activation of my account

hTideGnow — Fri, 24 Jun 2022 22:00:45 GMT

@Wolle268 wrote:
That’s also crazy … i told them that my cellphone is not working because they suspended my account but they still send me a verification code via text and ask me for this code? I said them again I have no cellphone line they must send buy email. And they didn’t …they ask me just again question about my account to verify me

Hi @Wolle268 Reply them again, them them in BOLD.

But also ask if you can start a live chat session and discuss the matter. They have started using live chat to resolve problem. Ask them

Re: Activation of my account

Wolle268 — Fri, 24 Jun 2022 22:00:49 GMT

No I didn’t … because I didn’t use my credit card for my last payment. Because I know I could not use it and I did a “ manual “ payment before the payment was due. And then I clicked on change the payment method to change to my debit card. And I thought I did it correctly but now I see and feel it was not correct .. and now I’m struggling to get my account back

Re: Activation of my account

hTideGnow — Fri, 24 Jun 2022 22:02:10 GMT

@Wolle268 wrote:
No I didn’t … because I didn’t use my credit card for my last payment. Because I know I could not use it and I did a “ manual “ payment before the payment was due. And then I clicked on change the payment method to change to my debit card. And I thought I did it correctly but now I see and feel it was not correct .. and now I’m struggling to get my account back

HI @Wolle268 It is weird then.

Again, reply and tell them again what happened and ask them why

and ask them for live chat session

Re: Activation of my account

Wolle268 — Fri, 24 Jun 2022 22:13:05 GMT

It’s FCK they ask me to pay for the last month and for the new month then they want open my account again.

And they said my phone was flagged? Why my phone? I don’t get it?
That’s really ridiculous to deal with this ..