topic Re: refund in Get Support

refund

amp247 — Thu, 09 Feb 2023 10:14:15 GMT

I have had no service since last week (Thursday). No one seems to want to help, in fact, a tech from Telus suggested I move to KOODO or Telus. I PAID OVER $50 for this plan I can't use, please - how do I get a refund so I can go elsewhere.

Re: refund

LoveNature — Wed, 08 Feb 2023 01:40:50 GMT

Hi @amp247

send a private message to CS_Agent
here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: refund

Handy1 — Wed, 08 Feb 2023 01:41:45 GMT

@amp247 PM is pre paid so not typically any refunds but you can always try with support

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: refund

esjliv — Wed, 08 Feb 2023 01:41:51 GMT

@amp247 - who have you tried to get help from so far? Telus??? This is public mobile, so either here in the Community or directly to customer support (CSA) is where help is provided.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

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

Re: refund

softech — Wed, 08 Feb 2023 01:42:12 GMT

@amp247

Still no service? Can you give us more details and maybe we can help?

you can discuss with PM support to see if they can do anything to compensate.

And in fact, if you go to Telus or Koodo, talk to the CS agent, they might be able to do something (since PM /Koodo/Telus are all one big famiiy) , like a one time credit, just tell them your PM experience

to open ticket with PM support

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: refund

HALIMACS — Wed, 08 Feb 2023 01:43:09 GMT

@amp247

There are no refunds for service from pre-paid providers unless your payment was received and not applied towards services as directed. (ie fault on THEIR end).

If you do decide to move, and the customer support agents won't refund your payment, AND the payment isn't just resting on your Available Funds waiting to be used (check, it could be...), then process a chargeback from your credit card provider.

Re: refund

amp247 — Wed, 08 Feb 2023 01:46:10 GMT

The TELUS tech was messaging me ON BEHALF OF THIS PROVIDER, HERE. Thanks for coming out.

Re: refund

amp247 — Wed, 08 Feb 2023 01:48:14 GMT

Welll isn't that nice. A place that happily takes over $50 of my money and I don't get to use it? I don't think so, bud. Whatever they gotta do, I want this money back, this is absolutely disgusting in terms of help. I work from home, I need a phone - and this place did not HONOUR the contract, I paid for.

Re: refund

amp247 — Wed, 08 Feb 2023 01:50:19 GMT

I DID ALL OF THAT. AND SOME. This problem has cost me more than my $52.80 and I want that money back, this is not acceptable. How they think telling me to go to KOODO or TELUS after taking my funds is ridiculous, it's not HELP that's for sure. I want my money back and I will happily get the *&*&& outta here

Re: refund

HALIMACS — Wed, 08 Feb 2023 01:53:03 GMT

Remember, @amp247 , we're just customers like you.

We have ZERO say or influence what happens with your hard-earned dollars that you 'gave' to Public Mobile.

Best we can offer is advice on how and where to seek recourse.

From there, it's on you to either roll with it, or roll on outa here.

Good luck!!!

Re: refund

softech — Wed, 08 Feb 2023 01:54:14 GMT

@amp247 wrote:
I DID ALL OF THAT. AND SOME.

@amp247 you opened a ticket and PM refused?

I guess the issue is to find out why you had no service. If it is your device problem, then yes, any carrier has a right NOT to provide any kind of compensation

if they acknowledge that it is their network issue, I don't see why PM won't do anything. PM has been nice most the time in terms of compensating their client

Again, if you are going to Koodo or Telus, they are postpaid provider, it's not hard to bargain for a $50 credit. Just tell them you are from PM and your experience, they might. I have seen this happened

Re: refund

amp247 — Wed, 08 Feb 2023 01:56:56 GMT

Great, I asked a question and you promptly gave me a "YOU WON'T GET A REFUND" but guess what. There IS an option for refunds, and I have found it. So maybe study up a little before offering eroneous advice.

Re: refund

HALIMACS — Wed, 08 Feb 2023 02:01:08 GMT

It's not advice, @amp247 , it's in their Service Terms at the bottom of the page.

Further, I don't believe I wrote "YOU WON'T GET A REFUND". There are always exceptions and circumstances - which IS what I wrote.

Good luck!

Re: refund

softech — Wed, 08 Feb 2023 02:05:52 GMT

@amp247 of course we cannot tell for sure if PM will issue you a refund

But tell us what happened and maybe we can guess from our experience

Again, is the service wroking now?

What was the hiccup? some device settings? or was it really a local network outage?

you didn't provide us any details, we can just go by the book and tell you NO. PM won't issue refund because it is a prepaid provider

Re: refund

dust2dust — Wed, 08 Feb 2023 02:14:47 GMT

Are you able to log in to your account? If not then did you possibly deal with a credit card problem somewhat recently? What recording do you get when you dial 611?

Re: refund

LitlLdy — Wed, 08 Feb 2023 02:19:14 GMT

@softech wrote:
@amp247 of course we cannot tell for sure if PM will issue you a refund

But tell us what happened and maybe we can guess from our experience
Again, is the service wroking now?
What was the hiccup? some device settings? or was it really a local network outage?

you didn't provide us any details, we can just go by the book and tell you NO. PM won't issue refund because it is a prepaid provider

@softech, I’m gonna take a guess & try to read minds.. maybe part of the issues is posted in the ops post from Saturday that you replied to & was marked as solved then no one responded back again! I don’t know!

https://productioncommunity.publicmobile.ca/t5/Get-Support/New-Samsung-phone-sim-doesn-t-seem-to-work-that-well-in-it/m-p/943436/highlight/true#M650629

Re: refund

softech — Wed, 08 Feb 2023 02:31:03 GMT

@LitlLdy I guess you are right

@amp247 first, does the PM sim card sitll working on the S10?

if it does, then it is really not a PM issue

But we can continue troubleshoot your S20 issue.

I understand you checked Blacklisted site once. But sometimes, there is a delay. Since, it has been couple days, I suggest you to check again:

https://www.devicecheck.ca/check-status-device-canada/

Even it said it is not blacklisted, open ticket with PM and ask them to check explictly. Sometimes, there is a sync issue between provider, what we see is clean on the site, provider could still be blacklisted on their systems for whatever reason

Last, find an active sim from your friend to test your phone and see if it connects. We need to get to the bottom of it to confirm if this phone works on any network. Try to ask for an active Rogers or Bell sim as well as an active Koodo or Telus sim

Re: refund

LitlLdy — Wed, 08 Feb 2023 02:36:13 GMT

@softech , I was just guessing. I can understand the ops frustration! This may be a dumb question but could it be the APN settings?

@amp247 said in other post no longer has the S10plus!

Re: refund

softech — Wed, 08 Feb 2023 02:39:56 GMT

@LitlLdy the screenshot on the other phone show no connection at all

@amp247 if you no longer have the S10+, still see if you can get a hold of another phone from friend, it is needed for troubleshooting purpose

And testing other sim card on this phone is needed too. You said this is a phone you just got, it could be a device issue if not blacklisted

Re: refund

amp247 — Wed, 08 Feb 2023 02:43:16 GMT

PM card works. Worked flawlessly in the s10+. Has not worked in the s20+. The SIM is about 4.5-5 years old.

The device was purchased from BEST BUY OUTLET - it is OPEN BOX condition.

The device MIRACULOUSLY works on the network if I drive two blocks or so away from my house. It NEVER did that before, my s10+ had great service not once did it do this.

Already tried another sim.

The phone basically doesn't work while I am HOME, and I WORK from HOME. I live alone, in a building full of people l DON'T KNOW, so I don't know who I'd ask for their SIM card. they are all strangers.

I have been through all of this and some, and still, no service. I want my money back