topic Re: Customer service. in Get Support

Customer service.

Brwilson — Tue, 04 Jan 2022 09:57:46 GMT

Why does Public Mobile have no customer service?

Tickets go ignored, there's nobody to call.

I won't be recommending anyone else, that's for sure.

Time to shop around.

Re: Customer service.

softech — Fri, 03 Dec 2021 15:10:30 GMT

@Brwilson wrote:
Why does Public Mobile have no customer service?
Tickets go ignored, there's nobody to call.
I won't be recommending anyone else, that's for sure.
Time to shop around.

@Brwilson

PM Support is fully online. In return, the price is slightly cheaper. A new model that might not fit everyone. But again, you could save a little bit

how long you have opened the ticket? you have opened the ticket with Chatbot or you just send a message?

what is the issue about? maybe we can help You can likely get quicker solution from Community members here

Re: Customer service.

Triguy — Fri, 03 Dec 2021 16:24:34 GMT

PM support is done online.

If you can provide more details, community members maybe able to give advice or assistance.

Re: Customer service.

benfatto — Fri, 03 Dec 2021 17:11:54 GMT

@Brwilson Whatever carrier you decide to use, get TextNow as a backup; free calling/texting to USA & Canada on wifi.

Re: Customer service.

Anonymous — Fri, 03 Dec 2021 18:00:46 GMT

@Brwilson

no one ignore but the are so busy with Holiday gifts and them has a lot customer but the will answer to you soon but you need to re-send by private message,

to Contact Customer Support Agent by CS_Agent, and Explain your issue to
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,,

you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

please include in your message,
phone number,
account 4 digit pin,
Email address,
Ticket number,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
- Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Good Luck....

Re: Customer service.

Brwilson — Fri, 03 Dec 2021 23:15:34 GMT

They did respond finally, but the problem wasn't resolved.

I give up.

Re: Customer service.

softech — Fri, 03 Dec 2021 23:19:18 GMT

@Brwilson do you mind to share what the issue was? Just want to see if what PM responded was reasonable.

Re: Customer service.

esjliv — Thu, 09 Dec 2021 21:09:14 GMT

@Brwilson wrote:
They did respond finally, but the problem wasn't resolved.
I give up.

@Brwilson - give us a shot! What is the issue?

Many problems can be solved via this Community ... recommendations can definitely be made here that may lead you to the fix you need. 🙂

Re: Customer service.

darlicious — Mon, 06 Dec 2021 15:01:00 GMT

@Brwilson

It never hurts to get a second opinion.

Re: Customer service.

Brwilson — Mon, 06 Dec 2021 23:02:34 GMT

A rep got back to me and has resolved the issue.

So I signed up 2 more people today.

Re: Customer service.

softech — Mon, 06 Dec 2021 23:05:29 GMT

@Brwilson thanks for the update. We are happy that you are happy!!!

now, just make sure all your accounts got the holiday bonus

Re: Customer service.

Brwilson — Tue, 07 Dec 2021 11:38:14 GMT

Sorry to say that upon checking today, the said solution never materialized.

Unbelievable.

Re: Customer service.

darlicious — Tue, 07 Dec 2021 11:47:14 GMT

@Brwilson

What's the issue? From your other post it seems you are misunderstanding how credits and bonuses are being distributed. Yes there is an issue with some customers not recieving the holiday gifts in their accounts automatically but other than that everything else is still occurring within the normal or stated timeline.

Re: Customer service.

softech — Tue, 07 Dec 2021 13:25:56 GMT

@Brwilson hey.. other than come and express your frustration here in the Community, maybe try to make good use of it by sharing your issue? We certainly cannot help everything and maybe we can at least share some workarounds?

Re: Customer service.

computergeek541 — Tue, 07 Dec 2021 23:47:44 GMT

Re: Customer service.

softech — Wed, 08 Dec 2021 05:44:35 GMT

@Brwilson wrote:
Or maybe you could just **bleep*** out and tend to your own business.

@Brwilson It is a Community.. we are trying to help each other. It hurts seeing you sitting here without help..

NO ONE LEFT BEHIND!!!

we are reaching out to you.. Give us your hand

Re: Customer service.

Brwilson — Wed, 08 Dec 2021 13:16:34 GMT

Ok, what do you do when you refer someone and tell them about the 10 dollar credit for using your referral number and they're not being given the credit. Then when you talk to an 'agent', they ask her for her account pin number and then tell her the pin isn't valid. She has used the same pin on cellular for ten years!!!

I watched her put the pin number and my referral number in during activation, now they lie and say it wasn't put in. HOW DID SHE GET AN ACCOUNT WITHOUT A PIN NUMBER?

Agent after agent does NOTHING but bump you to another agent where you have to start all over again. This is the worst display of incompetence that I have ever seen.

From reading community posts, they are doing this to a lot of customers.

So, can you solve this? I await your solution.

In the meantime I am filing a complaint with the CRTC. So is she.

I've had enough of Public Mobile's fraud.

Re: Customer service.

darlicious — Wed, 08 Dec 2021 16:30:59 GMT

@Brwilson

Your friend doesn't need her 4 digit pin # to verify her account. She can either verify thru a text message or her login details or when using private messaging the CSA can ask 3 of any of the following account identifier questions:

Date of birth.
Last payment, amount, date, type.
Activation date.
Plan amount, rewards, add ons.
Alternate phone # if any.
Autopay (Yes/No)
Recently called/texted phone numbers.
Account #.
Card on file, last 4 digits and expiry (can be used to verify for acct pin #, email and sim card changes.)
Last 4 digits of the sim card.

CSA's are not always right and you may have gotten a new hire. Close your support ticket and open a new one and start over (or rather your friend). There has been a recent glitch of an entered referral code at activation not registering on the account.

Your friend can also check her text messages from 611. The 4 digit account pin # entered at activation is texted to the new customer after activation.

The CRTC won't help you but the CCTS may after reasonable efforts on the part of the customer to resolve the issue with pm. You still have @J_PM to message with and the escalations department before the CCTS will take your complaint. Just open a new support ticket.

Re: Customer service.

softech — Wed, 08 Dec 2021 16:34:20 GMT

@Brwilson wrote:
Ok, what do you do when you refer someone and tell them about the 10 dollar credit for using your referral number and they're not being given the credit. Then when you talk to an 'agent', they ask her for her account pin number and then tell her the pin isn't valid. She has used the same pin on cellular for ten years!!!
I watched her put the pin number and my referral number in during activation, now they lie and say it wasn't put in. HOW DID SHE GET AN ACCOUNT WITHOUT A PIN NUMBER?
Agent after agent does NOTHING but bump you to another agent where you have to start all over again. This is the worst display of incompetence that I have ever seen.
From reading community posts, they are doing this to a lot of customers.
So, can you solve this? I await your solution.
In the meantime I am filing a complaint with the CRTC. So is she.
I've had enough of Public Mobile's fraud.

@Brwilson This is a perfect example that you need to come and ask the Community for help.

Why? We cannot touch the account and payment.. why can we help?

because we have seen many cases and we can advise and try to help

First advise.. CSA are not always correct. Sometimes the first agent didn't give the correct answer, or sometime they are right with what they see and that they stand firm to the guideline in your case.

My advise to you is to open another ticket, get another CS Agent to answer. We saw it many times, if you ask NICELY, most of the agent are very understanding and will apply back without problem.

Second advise: Promo codes could be entered wrong even you see it. Why? 0 or O, 1 or l. But of course, you friend could have entered it correctly and it really just an system issue. but we also see many and many got the referral without issue. So, I highly doubt there is any fraud around here from my limited insight.

Third advise: if you come to the community and ask calmly, there are always nice and experience members like @darlicious that would tell you how to escalate to the Community Manager (in this case , she already tagged Jade for you)

Btw, if you decide to complain, not sure CRTC could help as they usually don't deal with promotion related issue. Maybe CCTS or Better Business Bureau are where you are looking for?

** you can be right.. but always ask nicely and it helps 🙂

Re: Customer service.

Brwilson — Wed, 08 Dec 2021 16:25:13 GMT

It wasn't a promotional issue I was talking about regarding the CRTC.

This is why people who aren't in a position as an customer service rep should not pretend they are one.