topic Re: Account Change and retention of credits in Get Support

Account Change and retention of credits

bonnie_esson — Fri, 27 Jan 2023 14:28:43 GMT

My new billing shows my plan has changed. I did not change it! I want to change back to 3G $25/month but want to retain the credits I have. How do I do this.

Re: Account Change and retention of credits

Dunkman — Fri, 27 Jan 2023 14:33:04 GMT

@bonnie_esson

Sorry to hear about your troubles. More details would be helpful. We are customers like yourself and have no access to account details.

Did you intent to change anything with your account? Did you switch to the points rewards system?

Maybe screenshot your payment history page to offer more information.

Re: Account Change and retention of credits

softech — Fri, 27 Jan 2023 14:33:21 GMT

@bonnie_esson which plan you got changed to ? the $40 plan with 15GB?

check your phone's text. PM has been sending promo text around for $40 15GB, all you need to do is to reply YES. Some people replied by mistake and the plan got changed. Check if you replied YES to that text

And how long you are in your current plan? if it is one or two days, maybe you can ask support to change it back for this current cycle. If it has been couple days into the current cycle and you are already using the data, likely PM won't be able to change it back and you will need to manually schedule a plan change for next cycle

Re: Account Change and retention of credits

bonnie_esson — Fri, 27 Jan 2023 14:37:32 GMT

I did not knowingly change my account. I accepted a text in December for the annual free data.

Re: Account Change and retention of credits

softech — Fri, 27 Jan 2023 14:39:07 GMT

@bonnie_esson you might have replied YES instead of YES2

The YES is for plan changing , YES2 for bonus

please open ticket with Pm Support, as I said, if it just started today, maybe they can change it back, if not, try to work with them on a solution:

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: Account Change and retention of credits

Dunkman — Fri, 27 Jan 2023 14:45:00 GMT

@bonnie_esson

@bonnie_esson wrote:
I did not knowingly change my account. I accepted a text in December for the annual free data.

Did you get the free data? Check your text history from Public mobile.

Re: Account Change and retention of credits

bonnie_esson — Fri, 27 Jan 2023 14:47:08 GMT

That’s the plan I’m on $40 - just got the billing and found out. Looks like I’ve been on it for close to a month. My texts were deleted

Re: Account Change and retention of credits

bonnie_esson — Fri, 27 Jan 2023 14:48:00 GMT

I can change back my plan - just don’t want to lose add-ons that I’ve built up.

Re: Account Change and retention of credits

Dunkman — Fri, 27 Jan 2023 14:57:53 GMT

Yes, the $25 plan is still availalble. I would recommend changing plans at your next renewal date. Not immediately, since PM does not pro-rate plans. You will not lose any add ons or rewards (such as loyalty, autopay if you are on old rewards system).

Re: Account Change and retention of credits

softech — Fri, 27 Jan 2023 14:58:37 GMT

@bonnie_esson wrote:
That’s the plan I’m on $40 - just got the billing and found out. Looks like I’ve been on it for close to a month. My texts were deleted

@bonnie_esson if you have been on this new plan close to a month, I don't think there is much Support can do

Please schedule a plan change to change it back to the one you want.

Please login to My Account using Inocgnito mode, go to Plan and Add-on page, Change my plan, and pick the plan from there. A ciritial thing is to click "Change plan on renewal date" , this will schedule a plan change on your next renewal

While you are in My Account, please check if you get the 2GB bonus data as the 500 LD mins, if you didn't get it because you replied wrong, I guess you can try to ask PM to add it back, since a wrong reply already cost you extra

Re: Account Change and retention of credits

softech — Fri, 27 Jan 2023 15:09:27 GMT

@Dunkman maybe you can help to bring up to PM adminstration the confusion of YES and YES2 and hope they won't do the same this coming Christmas (yeah.. another 11 months). This is at least the second complain on the issue, I think

Thanks

Re: Account Change and retention of credits

Yummy — Fri, 27 Jan 2023 15:07:50 GMT

@bonnie_esson wrote:
I can change back my plan - just don’t want to lose add-ons that I’ve built up.

Your rewards, add-ons are tied up with your Account not plan. So you can change plan every 30 days if you want not losing any current perks you have.

PM would NOT change your plan out of blue. Most likely you replied Yes to PM promo plan in Dec.

Just schedule plan change on next renewal and you will be OK.

Re: Account Change and retention of credits

bonnie_esson — Fri, 27 Jan 2023 15:25:56 GMT

Thank you

Re: Account Change and retention of credits

Handy1 — Fri, 27 Jan 2023 15:54:02 GMT

@bonnie_esson To check add on

Check add-ons /mins /Data

For most up to date account info