topic Re: Refund and account cancelation in Get Support

Refund and account cancelation

allanvcp2 — Thu, 12 Jan 2023 21:58:41 GMT

I change carrier and the monthly payment was charged from my account , I don’t need to use public mobile service anymore and I request a refund as it was done today , it’s my right to have my money back and plan cancel. I have urgency with this regard,please.

Re: Refund and account cancelation

Handy1 — Thu, 12 Jan 2023 15:50:37 GMT

@allanvcp2 @You need support for this

Getting help from agent

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

Or get help right here in the community

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: Refund and account cancelation

softech — Thu, 12 Jan 2023 15:57:27 GMT

@allanvcp2 you ported out your number and account was closed ?

If that is the case, you won't be able to login to My Account. Please try and confirm that the account was closed

If it is , please open ticket with PM support via private message and they will arrange refund

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: Refund and account cancelation

HALIMACS — Thu, 12 Jan 2023 16:01:34 GMT

@allanvcp2

If you receive any pushback, whatsoever, from public mobile, do a chargeback on your credit card.

Re: Refund and account cancelation

Meow — Thu, 12 Jan 2023 16:01:45 GMT

If you did not port your number to other provider, your PM account will be active until you remove autopay.

Removing autopay will suspend your PM account on next renewal and delete after 90 days of no pay.

If you port your number to other provider your PM account is immediately deleted - you will not be able to log in and all money on account and rewards will be gone.

PM does not provide refunds.

Re: Refund and account cancelation

Yummy — Thu, 12 Jan 2023 16:05:01 GMT

@softech wrote:
@allanvcp2 you ported out your number and account was closed ?

If it is , please open ticket with PM support via private message and they will arrange refund
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

I doubt PM will refund him as being pre-paid service.

OP should remove autopay and account will eventually be deleted.

Re: Refund and account cancelation

allanvcp2 — Thu, 12 Jan 2023 16:06:01 GMT

I made a ticket but didn’t get a reply yet , I still have acess to My account

Re: Refund and account cancelation

dust2dust — Thu, 12 Jan 2023 16:10:58 GMT

How long before your renewal did you change carrier? Did you have any problems and delays doing the change?

If you changed carrier well before your renewal and had no problems then if you, or other accounts using your credit card, have no other business with Telus or Koodo or Public then just get the bank to do a chargeback on that charge. It's a somewhat rare occurrence around here but we've seen it enough to know that it happens. The company needs to feel some pain for erroneously charging you after you ported out.

I ask about the timing because if you ported out right around your renewal time then the renewal may have happened in the meantime. Or if the port had a problem and the plan renewed and then you fixed the problem after then that would also renew the plan. In this case, you wouldn't really be entitled to a refund. But you can always ask.

Adding - oh! If you're still able to access the My Account then the change carrier didn't work. You won't get a refund. You need to re-do the port. Put the Public sim in a phone and re-request the port from the new provider and then reply to the port confirmation text. Then the account will close. You're not getting a refund.

Re: Refund and account cancelation

Handy1 — Thu, 12 Jan 2023 16:08:17 GMT

@allanvcp2 As others already mentioned sign in pm and disable auto pay , and keep an eye out on your envelope on top of page to the right … there’s typically no refunds with pm but if your are owed one opening the ticket such as you have is the only way

Re: Refund and account cancelation

softech — Thu, 12 Jan 2023 16:10:01 GMT

@allanvcp2 wrote:
I made a ticket but didn’t get a reply yet , I still have acess to My account

@allanvcp2 you still have access, that mean you the porting was NOT completed

you said you changed carrier, did you request porting? did you receive an text from PM and you reply YES to it?

if you put your PM sim card in a phone, it should still be fully functioning, and the PM sim card should be receiving calls

So, look like your porting was not completed. and hence the charge was legit.

Please call your new provider and confirm what was wrong with the porting

Re: Refund and account cancelation

Meow — Thu, 12 Jan 2023 16:15:51 GMT

@softech wrote:
@allanvcp2 wrote:
I made a ticket but didn’t get a reply yet , I still have acess to My account
@allanvcp2 you still have access, that mean you the porting was NOT completed

Why do you assume OP did porting at all? OP has to clarify did he initiate number transfer or not.

If money is not refunded (and I believe it will not be), OP can ask bank for chargeback since he does not care for PM services anymore. It might take a while and OP might not get money back from OP as PM will claim being pre-paid service client can still use services paid for. Bank might provide credit, though.

Re: Refund and account cancelation

softech — Thu, 12 Jan 2023 16:20:01 GMT

@Meow wrote:
@softech wrote:
@allanvcp2 wrote:
I made a ticket but didn’t get a reply yet , I still have acess to My account
@allanvcp2 you still have access, that mean you the porting was NOT completed

Why do you assume OP did porting at all? OP has to clarify did he initiate number transfer or not.

@Meow

no assumption. read another line below:

you said you changed carrier, did you request porting?

Re: Refund and account cancelation

Handy1 — Thu, 12 Jan 2023 16:29:19 GMT

@allanvcp2 @So in the end inquiring minds are left to wonder if you did in fact try to port pm number or were you happy with your new number from new carrier ?

Re: Refund and account cancelation

Meow — Thu, 12 Jan 2023 16:30:12 GMT

@softech wrote:
no assumption. read another line below:

you said you changed carrier, did you request porting?

OP never replied and confirmed porting so in my book it is all guessing 😊

But lets see if he replies at all. He got few good advices so he can proceed or ask more questions.

Re: Refund and account cancelation

darlicious — Thu, 12 Jan 2023 16:41:50 GMT

Why is the community advocating to abuse the chargeback system for credit cards? Chargebacks are for services or goods not recieved or erroneously charged. The OP changed carriers....whether or not they requested porting unless public mobile did not send out a PAT (porting authorization text) when requested it was up to the OP to request cancellation of services, disable autopay or port out before their renewal. Unless they can prove fault on public mobile's part they left cancellation of their services too late. They had until 2am eastern (if not longer) to disable autopay or self suspend via lost/stolen to avoid paying for renewal....that's a full two hours after renewal occurred. Prepaid services are non refundable. A chargeback on their part would be fraudulent.

Re: Refund and account cancelation

BKNS27 — Thu, 12 Jan 2023 16:48:57 GMT

@allanvcp2

If you still have access to your account, that means that your porting is not completed.

Please note that you need your PM account to be Active to successfully port your number over to another carrier.

I would suggest you disable AutoPay and remove your CC information then wait 2 days before your next cycle in February start then port over to another carrier. PM is a prepaid service not a postpaid service, therefore no refund unfortunately.

Re: Refund and account cancelation

Meow — Thu, 12 Jan 2023 16:56:45 GMT

@darlicious wrote:
A chargeback on their part would be fraudulent.

Good advice! Will keep in mind Not to suggest chargeback if customers want refund for already paid service but changed their mind.

Re: Refund and account cancelation

liuxinbing — Thu, 12 Jan 2023 17:07:26 GMT

There are so many people asking whether OP ported. The OP never mention anything about port, at all. Please stop asking.

PM didn't do anything wrong here, and service provided. Please stop suggesting OP to chargeback, that would be fraud.

OP has had chances to stop service, but he didn't; PM does provide service. End of story. Nothing whoever can do.

Re: Refund and account cancelation

dust2dust — Thu, 12 Jan 2023 17:15:23 GMT

@darlicious- I put in lots of ifs in my reply. I wonder then how often the charges after the fact that we read about here are actually a timing problem in that the port completed after a renewal. We don't seem to get followup replies from people that claim error but are corrected in their understanding. Maybe they're embarrassed.

I also assumed that with what might be ESL that "change carrier" meant porting.

Re: Refund and account cancelation

softech — Thu, 12 Jan 2023 17:19:16 GMT

@dust2dust , @Meow keeps remind me no assume it was a port 🙂