topic Re: SIM card never received in Get Support

SIM card never received

Nathalie2023 — Wed, 08 Feb 2023 15:15:27 GMT

I would like to get reimbursed for the SIM card I paid for and never received over 8 weeks ago. How do I do that?

Re: SIM card never received

Handy1 — Wed, 08 Feb 2023 15:16:29 GMT

@Nathalie2023 That too long ask support for update

Getting support / submit ticket

Get support by starting a conversation with virtual Chat box /SIMon. Click here

Or while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Watch for reply top of page to the

Right ( envelope image )

Re: SIM card never received

Handy1 — Wed, 08 Feb 2023 15:19:25 GMT

@Nathalie2023 If you need SIM card sooner you can call around to local Telus Koodo kiosk around you for in person pick up also

Re: SIM card never received

CountyDownIeUk — Wed, 08 Feb 2023 15:20:14 GMT

@Nathalie2023

If you count, excluding your order date, to 11 business days (excluding Sat and Sun) then use the chat bot. It will lead you to fill in a form. Then a CSA will verify your order date + 1 to today and if over 10 days they will give you 2 options.

1. Reorder to have them mailed to you.

2. Go buy your own, activate it, advise them of the activation and situation, then they will credit your account by $10.

CONS

Option 1....another wait.

Option 2....only covers 1 SIM. And must activate it. No good if you need for another reason.

When you tap Sim did not arrive...the form to fill in will appear.

Re: SIM card never received

Meow — Wed, 08 Feb 2023 15:21:58 GMT

8 weeks is way beyond any estimated delivery time.

You should contact agent to send you new one.

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private message might take longer.