topic Re: Don't do business with public Mobile! in Get Support

No longer using the service but keep getting billed every month

Rics4ntos — Thu, 16 Mar 2023 02:23:11 GMT

Hi,

I switched from Public Mobile to a different provider a few months ago and when transferring the phone number they said they'd take care of everything and cancel my account with Public Mobile for me.

Well, they did transfer the phone number and I've been using it with the new provider ever since, however, Public Mobile is still billing me every month, looks like they deactivated my online account as well and I can't log in.

How do I contact Public Mobile so they can remove my credit card from their system? I don't even want my money back. I just want them to stop charging my card.

Re: No longer using the service but keep getting billed every month

LoveNature — Thu, 02 Feb 2023 00:09:42 GMT

Hi @Rics4ntos

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

Re: No longer using the service but keep getting billed every month

softech — Thu, 02 Feb 2023 00:14:40 GMT

@Rics4ntos yes, it shouldn't happen, please open ticket with PM support and ask for refund

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: No longer using the service but keep getting billed every month

esjliv — Thu, 02 Feb 2023 00:14:46 GMT

@Rics4ntos - a few months ago..did you accept the SMS text on the public mobile SIM card to correctly port over to the new provider? That does seem like a long time if you did approve the text and are still getting charged.

You are right, a successful port to another provider should cancel your account here with Public. Did you have more than one accounts or activations with Public Mobile by any chance?

Can you still log into your My Account pages? If so, you can remove Autopay from there.

Otherwise, if Public is charging you incorrectly contact CSA to have payment methods stopped.

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: No longer using the service but keep getting billed every month

HALIMACS — Thu, 02 Feb 2023 00:16:13 GMT

@Rics4ntos

If your number was ported properly to the new service provider, it should absolutely have closed your public mobile account.

If you still have charges past the date of porting, and you are unable to get resolved by contacting the customer support agents, do a chargeback with your credit card provider.

It's unlikely it will get to that point and very likely Public Mobile will refund charges past the date of a successful port.

The key word here is, "successful".

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: No longer using the service but keep getting billed every month

Rics4ntos — Thu, 02 Feb 2023 00:36:06 GMT

CS_agent said my plan was canceled in their system and I should contact my bank, here's what he said:

"At this point We have found those phone number totally cancelled, from those dates the accounts got automatically cancel and everything on those account was totally deactivated and deleted from our system due to the port out request as follows>>

[Phone numbers]

If after that time you have transactions from Public Mobile and Credit Card hasn't been shared with any family or friend, We highly suggest to contact your Financial Institution to dispute those charges, requesting chargeback for those unknown charges. "

The problem is, I already contacted my credit card support center and they said there's nothing they can do and I should contact the merchant to resolve the issue. Now what? I'm gonna continue to get charged every month for a service I'm not using?

Funny the CS_agent says the account is closed but their system keeps charging my credit card:

Re: No longer using the service but keep getting billed every month

Handy1 — Thu, 02 Feb 2023 00:40:53 GMT

@Rics4ntos You might have to get bank to do a charge back and or change / get new credit card tell bank it’s been compromised.. pain in the butt then no more charges from pm . Just have to up date cc info on all other systems you use

Re: No longer using the service but keep getting billed every month

BKNS27 — Thu, 02 Feb 2023 00:59:25 GMT

@Rics4ntos

This only happens when you ported to another carrier after your renewal date.

To prevent this from happening is to port out a day or 2 before your renewal date.

Re: No longer using the service but keep getting billed every month

Rics4ntos — Thu, 02 Feb 2023 00:59:29 GMT

Here's what the Public mobile agent said:

Seems to be 1 Public Mobile account is currently attached to that credit card with Preauthorized Payment activated, unfortunately since We handle so many lines/account it is very difficult to locate which line is the one attach with your credit card, since that line is unknown from both ends. Our best recommendation to get rid of that unknown transaction is to request a new Card to your Financial Institution, by doing that the current card will be cancelled and it will automatically unlinked from any provider data base, and it won't be processed any more.

That is, without a doubt the most ridiculous thing I have heard from all the customer support I ever contacted. I will have to request a new credit card because this company is too incompetent to track down one account in their system. I can't believe this. How about getting my money back?

Re: No longer using the service but keep getting billed every month

BKNS27 — Thu, 02 Feb 2023 01:01:12 GMT

@Rics4ntos

You can reply to the private message and ask for a refund…it is worth a try.

Re: No longer using the service but keep getting billed every month

Rics4ntos — Thu, 02 Feb 2023 01:01:20 GMT

Thanks but that's not an acceptable justification for what they're doing.

Re: No longer using the service but keep getting billed every month

hTideGnow — Thu, 02 Feb 2023 01:03:05 GMT

Hi @Rics4ntos you only had one line with PM and it was ported away?

Reply and ask for escalation and have a senior staff to review it

Re: No longer using the service but keep getting billed every month

BKNS27 — Thu, 02 Feb 2023 01:03:28 GMT

@Rics4ntos

I agree but PM is a prepaid service. You will get a refund prorated if it was a postpaid service.

Re: No longer using the service but keep getting billed every month

Rics4ntos — Thu, 02 Feb 2023 01:04:56 GMT

I wasn't even using the thing and the agent said himself the account was completely closed. Makes no sense

Re: No longer using the service but keep getting billed every month

Rics4ntos — Thu, 02 Feb 2023 01:14:15 GMT

Last update, they said to provide the card details and they will start a "Payment investigation"
I will keep you all posted regarding the progress on this. Thanks for your help.

Re: No longer using the service but keep getting billed every month

betht — Thu, 02 Feb 2023 02:36:37 GMT

Did you get charged “a fee” when you left? It looks like that’s maybe what they did to us

Re: No longer using the service but keep getting billed every month

softech — Thu, 02 Feb 2023 02:42:25 GMT

@betht , OP's case is different. OP ported away but PM kept charging, not a fee to leave

But either way, both you and OP will definitely able to get a refund back if it is just a system glitch for wrong charge. Just need to open ticket with PM support. I have sent you the way to engage support on your own post

Re: No longer using the service but keep getting billed every month

betht — Thu, 02 Feb 2023 02:40:29 GMT

Okay thank you

Re: No longer using the service but keep getting billed every month

Rics4ntos — Tue, 07 Mar 2023 17:17:37 GMT

So, just an update regarding this topic. I still haven't received my refund, the agents keep asking for the same information over and over again every time I ask for updates.

They say there's an "investigation" in progress. They keep assigning different agents to my case every time I ask for updates and the new agent apparently has no insight into the context cause they keep asking me the same questions over and over. Going in circles and wasting my time. They are still charging my credit card.

Don't do business with public Mobile!

Rics4ntos — Tue, 07 Mar 2023 18:36:31 GMT

This post is in reference to this issue: https://productioncommunity.publicmobile.ca/t5/Get-Support/No-longer-using-the-service-but-keep-getting-billed-every-month/m-p/942281#M649717

After waiting a long time and going in circles over and over with different agents here's what they told me today:
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Basically, they ended the investigation, never notified me and surprise surprise, the results were that someone is using my account (an account that admittedly was canceled completely a long time ago according to a previous agent) and they don't know who is using my credit card, they don't know which account is associated to my credit card (very unlikely) but they keep charging me every month since April 2022 when I switched from Public Mobile to Fido. Every month they charge me $39,55, my only option now is to contact the transaction disputes department of my bank (they will probably just tell me to cancel my credit card)

Just an awful customer service experience, people that have no idea what they're doing, and constantly switching agents that have no insight into the context of previous conversations. Not recommended