topic Re: Talk to someone? in Get Support

Talk to someone?

YuriV — Mon, 02 Jan 2023 14:48:41 GMT

Hi, I was charged for the wrong plan and need to talk to a person to have it changed to our usual plan. Awful that public would charge double the plan. It has always been $15/month and they charged $45! Why is it so hard to talk to a person? What is the phone number for public mobile?

Re: Talk to someone?

porcupine — Mon, 02 Jan 2023 15:01:01 GMT

you need to speak to an agent or chat with simon

Re: Talk to someone?

Handy1 — Mon, 02 Jan 2023 15:07:55 GMT

@YuriV @Here’s how to get a a hold of a agent

Getting help from agent , through automation

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.

Or get direct help from a agent right here in the community ( my preferred choice )

Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work

Re: Talk to someone?

HALIMACS — Mon, 02 Jan 2023 15:22:13 GMT

@YuriV

Just a couple things to offer here.

Did you, or the user of the service, reply "yes" a few weeks ago to an SMS offer to upgrade the plan? If so, it would have automatically been scheduled to occur on the next renewal.

Are you possibly looking at a cached version of your page, which is common with public mobile's self-serve site.

Clear cache and cookies and open an incognito tab to verify account details and payments made.

If you determine the plan was changed by the user of the device, login to self-serve and schedule a plan change for the next renewal back to the desired plan.

Re: Talk to someone?

Yummy — Mon, 02 Jan 2023 15:33:42 GMT

Have your credit card been charged higher amount than usual?

What transaction history at PM says?

Did you accidentally accept any promo offer through SMS?

Re: Talk to someone?

softech — Mon, 02 Jan 2023 15:44:34 GMT

@Yummy if you login to My Account using Incognito mode, does it show you have a $45 plan now on the Plan & Add-on page? If you check Transaction history page, does it also confirm that PM charged you $45

and on your credit card, do you see a single $45 charge or three $15 charges on the same day?

Any way, open ticket with PM support and have them to investigate further

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

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: Talk to someone?

hairbag1 — Mon, 02 Jan 2023 16:03:45 GMT

@YuriV

I spect you (or someone using your phone) opted in to an offer that was available last month.

If you posted a screen shot of your latest payment history, I'm sure we could tell you what happened and when.

Re: Talk to someone?

Yummy — Mon, 02 Jan 2023 17:54:58 GMT

@softech wrote:
@Yummy if you login to My Account using Incognito mode, does it show you have a $45 plan now on the Plan & Add-on page? If you check Transaction history page, does it also confirm that PM charged you $45

Hmmm. Why are you asking Me? I heve no issues with PM account 😋