topic Re: Verification issue in Get Support

Verification issue

Jacget — Fri, 14 Oct 2022 16:31:49 GMT

My payment didn’t go through last night due to suspicious activity on my card so it was locked and now I cannot access my account because they are trying to verify me through an old email that I don’t have access to. How can I change my old Emil to my new one so I can logon and pay for my service asap.

Re: Verification issue

softech — Fri, 14 Oct 2022 16:36:24 GMT

@Jacget only PM support can help to change email address used

Please open ticket with them as follow:

1. For faster response (2-48 hours), 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 Private message to the CS Agent: 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 to you there

Re: Verification issue

BKNS27 — Fri, 14 Oct 2022 16:41:43 GMT

@Jacget

You can have the 2FA code text to your phone but you need the assistance of a CS_Agent to change your email address on your account.

Re: Verification issue

Jacget — Fri, 14 Oct 2022 22:43:56 GMT

Apparently they can’t do it over a weekend therefore I’ll be changing carriers. Never had such terrible customer service

Re: Verification issue

softech — Fri, 14 Oct 2022 22:53:53 GMT

@Jacget wrote:
Apparently they can’t do it over a weekend therefore I’ll be changing carriers. Never had such terrible customer service

@Jacget did they say they cannot do it over weekend?

but wait, today is Friday, their helpdesk closes at 10PM, it's not weekend yet, still business day

And, I opened tickets with PM before, while I agree weekend has less staff and reply is slower, but they will still action on simple tasks like that.

Re: Verification issue

dabr — Fri, 14 Oct 2022 22:48:57 GMT

@Jacget That doesn't sound right as customer support is available during the weekend, perhaps shorter working hours, but that's not an acceptable reason.

For now you can purchase a voucher from SDM, London Drugs, 7/11 or Shell and load the funds by dialing 611 on your phone to reactivate the account which gives you more time to deal with account access issue. Recharge.com will also email a voucher PIN but charge a fee for the convenience.

Re: Verification issue

hTideGnow — Fri, 14 Oct 2022 22:51:00 GMT

HI @Jacget

They open 6am to 10pm daily

https://publicmobile.ca/en/on/get-help/articles/get-support#:~:text=Customer%20Support%20Agents%20are%20available,AM%20to%2010%20PM%20EST

And my friends did all this on the weekend wihout problem, reset password, change email

So, just open ticket with CS agent

Re: Verification issue

Jacget — Sat, 15 Oct 2022 20:55:14 GMT

The customer service person said that they can’t do anything for 48 hours . I was baffled considering I had messaged them early in the day and were getting responses from them. I’m super disappointed and will be moving back to my old carrier. They admitted that this is a glitch on their end yet still make me wait 3 days for a fix and now I have no phone? Unacceptable

Re: Verification issue

dust2dust — Sat, 15 Oct 2022 21:04:43 GMT

Did your card issuer do chargebacks on transactions on the card? What recording do you get dialing 611?