topic Re: Deceased Customer in Get Support

Deceased Customer

JesseBrown — Fri, 03 Mar 2023 15:41:44 GMT

Any idea how to get the stupid robot to cancel an account of a deceased customer? All I can say is run for your lives as far away as possible from PUBLIC MOBILE. They have zero customer service anywhere in the universe.

Re: Deceased Customer

Nezgar — Fri, 03 Mar 2023 15:46:53 GMT

Sorry for your loss... Since the service is prepaid, if possible one option is to get the associated credit card closed, and when the next auto-pay payment fails, service will cease, and the account will be automaticallly permanently closed 90 days later. No repercussions.

But if you still have access to the phone associated with the account, you should be able to open a ticket with customer service using the chat bot on the home page, and receive a verification SMS to the phone number, and with that they can do either or both reset the password and change the email address associated with the account so you can login to the self-serve portal and manage/remove the payment method yourself.

Re: Deceased Customer

Yummy — Fri, 03 Mar 2023 15:52:48 GMT

All support is on-line. I NEVER had issue contact agent through personal mail

To cancel service you would have to log in to that account and remove autopay. At the same time ask agent to remove credit card info from the file.

After 90 days of no pay account will be closed.

You can suspend account immediately declaring phone lost/stolen. After that 90 days rule will apply. Porting phone number to another provide closes account immediately.

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.

Re: Deceased Customer

hTideGnow — Fri, 03 Mar 2023 16:07:15 GMT

HI @JesseBrown

sorry for your loss

the intelligent Chatbot cannot help with that.

Please submit ticket with CS agent , explain your situation and they will help

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

Re: Deceased Customer

hycm53 — Fri, 03 Mar 2023 17:14:55 GMT

@JesseBrown wrote:
Any idea how to get the stupid robot to cancel an account of a deceased customer? All I can say is run for your lives as far away as possible from PUBLIC MOBILE. They have zero customer service anywhere in the universe.

Sorry for your loss. Make sure you have all information for a deceased customer such as account number, etc. before you open a ticket with PM customer service:

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