topic Re: Add-ons in Get Support

Add-ons

ibrahimadar22 — Tue, 14 Feb 2023 00:54:01 GMT

I purchased the wrong add on. Instead of the US data I wanted the Canada one.

Re: Add-ons

LoveNature — Tue, 14 Feb 2023 00:55:03 GMT

them can be removeing and to added other one but you need to open a ticket with SIMon Chatboth

typ: Agent
and Click, Contact Us
then Click, Other
and, Click here to submit a ticket.

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

Re: Add-ons

computergeek541 — Tue, 14 Feb 2023 00:55:50 GMT

@ibrahimadar22 wrote:
I purchased the wrong add on. Instead of the US data I wanted the Canada one.

While a customer support agent might issue a credit, all sales are generally final. To ask Public Mobile for help, please open a ticket using the chatbot. https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Add-ons

darlicious — Tue, 14 Feb 2023 00:57:45 GMT

@ibrahimadar22

Contact customer support and explain your mistake. They will remove the US Roaming data add on and add the Canadian data add on. Any difference in price will be credited to your account. Submit a ticket via SIMon or if he gives you a hard time then send a private message after reading the spoiler in the post below....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/td-p/821771#M550981

Re: Add-ons

hTideGnow — Tue, 14 Feb 2023 01:20:48 GMT

HI @ibrahimadar22 you got roaming data instead?

PM is a prepaid provider, they usually do not provide refund. But still try to open ticket and they might be able to help switch the addon or issue a credit back to your account

to open ticket with CS agent, at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Add-ons

HALIMACS — Tue, 14 Feb 2023 01:53:25 GMT

@computergeek541 wrote:
@ibrahimadar22 wrote:
I purchased the wrong add on. Instead of the US data I wanted the Canada one.
While a customer support agent might issue a credit, all sales are generally final. To ask Public Mobile for help, please open a ticket using the chatbot. https://widget.telus.tiia.ai/publicmobile/publicmobile.html

@computergeek541

I acknowledge the 'no refund' mantra around here (heck, another customer chastised me for using it a couple weeks ago...even though it's not MY policy, it's theirs).

I even agree with it as far as plan cycles go and when doing immediate plan changes. Makes perfect sense.

However, with this kind of a request, if a user hasn't used any part of an add-on and it's recently purchased, wouldn't CSA's almost always at least credit the purchase amount to one's available funds for use to purchase the desired add-on?

Surely Public Mobile management must provide clear direction to CSA's about this likely common request given the level of confusion experienced.

( EDIT: @computergeek541 , another user private messaged me wondering why I asked you this. Just want to clarify that I'm not disagreeing with your messaging whatsoever; I'm moreso wondering if the Oracles may be aware if there may be more certainty surrounding offering credits to available funds vs straight refunds to payment cards in the situation described. That's all. Thanks 🙂 )