topic Re: Being charged for a number that is inactive?? in Get Support

Being charged for a number that is inactive??

carolm1 — Mon, 13 Mar 2023 16:04:20 GMT

I have tried to resolve this. A phone was lost. Number number assigned to the new phone and Sim. I am being charged for the old number still. How do i shut down the old number so I am not being charged .

That is a New number assigned. Apologies

Re: Being charged for a number that is inactive??

softech — Mon, 13 Mar 2023 16:08:31 GMT

@carolm1 after you got the sim card, you should NOT activate a new account with new number

You sure you don't want to keep the old number?

What you should do after you got the new sim card is to login to My Account and then request change sim card there

If you want to keep the old number still, maybe you need to get another new sim card to do a request change sim card again , as well as disable Pre-Authorized payment on the new account

If you just want to close the old account with the old number, login to My Account and go to Payment page, manage payment method and disable Pre-authorized payments there

If you forgotten the login to the My Account of the old acocunt, open ticket with PM Support and they can help

1. Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗"

2. if you have problem with Chatbot: 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: Being charged for a number that is inactive??

Anonymous — Mon, 13 Mar 2023 16:08:55 GMT

@carolm1- when you 'assigned' the number to a new phone and SIM, did you create a new account, port out to another carrier?

If ported out, the account should be closed immediately, and all future billing stopped.

Re: Being charged for a number that is inactive??

dust2dust — Mon, 13 Mar 2023 16:08:56 GMT

Did you have any problems when you signed up? Have you always paid for 2 accounts or is this only since the change sim? Did you activate a new account or did you change the sim in your existing account?

Re: Being charged for a number that is inactive??

pmbc — Mon, 13 Mar 2023 16:19:41 GMT

@carolm1 Both numbers are with PM? I'd go into the old number's account and disable autopay in the payment link. It will become suspended after non payment and deleted after 90 days.

Re: Being charged for a number that is inactive??

carolm1 — Mon, 13 Mar 2023 16:23:16 GMT

It is my grandsons account not my personal so just trying to resolve it as I pay. They were unable to get the number to transfer in mid Dec. So opted to get a new number. I have no account to access the old number. How else do I shut it down. Have tried the ticket through my account and it keeps bringing up error.

Re: Being charged for a number that is inactive??

HALIMACS — Mon, 13 Mar 2023 16:24:16 GMT

Please answer the above questions.

We are not public mobile staff, we’re just customers like you.

The first question I would have is, are you still an active public mobile customer or are you with another mobile provider?

Re: Being charged for a number that is inactive??

softech — Mon, 13 Mar 2023 16:24:46 GMT

@carolm1 wrote:
Have tried the ticket through my account and it keeps bringing up error.

@carolm1

Please use the direct message method, message here:

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: Being charged for a number that is inactive??

pmbc — Mon, 13 Mar 2023 16:29:02 GMT

@carolm1 wrote:
It is my grandsons account not my personal so just trying to resolve it as I pay. They were unable to get the number to transfer in mid Dec. So opted to get a new number. I have no account to access the old number. How else do I shut it down. Have tried the ticket through my account and it keeps bringing up error.

If they were unable to transfer the number in Mid Dec it sounds like it's with a different carrier like Rogers, Telus, Koodo, Bell, etc? If that's the case, I think you need to go back to the other carrier to cancel the account.

Re: Being charged for a number that is inactive??

dust2dust — Mon, 13 Mar 2023 16:31:04 GMT

The primary oversight was not changing the sim card in the existing account. Not transfer, not activate - just change sim. But that didn't happen for some reason. Who is "they" by the way? So the old account just carries on as usual. It can't know what happened.

Support might be able to get the original number on to the new account. Or even maybe close the new account and use the sim on the old. Way off normal procedure but they technically can do all this. Ask nice 🙂

Re: Being charged for a number that is inactive??

carolm1 — Mon, 13 Mar 2023 16:33:08 GMT

This inactive number was my grandsons, not my personal. The new number is with public. His Mom could not remember the email linked to the original number when she replaced the phone and Sim. I think that may be the root of the problem. How to determine the original email linked the inactive number that I am still paying for...

Re: Being charged for a number that is inactive??

hTideGnow — Mon, 13 Mar 2023 16:40:30 GMT

hi @carolm1 Just submit ticket with CS agent and they can help

You already tried Chatbot? then try message agent, it is easier

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

Re: Being charged for a number that is inactive??

HALIMACS — Mon, 13 Mar 2023 16:40:33 GMT

It’s possible the root of the problem is that when she obtained the new phone and Sim card instead of changing the associated Sim card with the existing account she created a whole new account.

Because of that, the old account would’ve continued to bill with the associated payment card still linked to it.

Definitely follow the above instructions to contact a customer support agent to gain access to the prior account to remove the auto pay, which is likely still enabled. Once it is no longer enabled, the account will go into suspension, and eventually deactivate

Re: Being charged for a number that is inactive??

Tsawwassen — Tue, 14 Mar 2023 15:21:01 GMT

No one on this forum has the power to resolve your problem. Don't waste any more time -- immediately contact Customer Support and explain the problem.

Re: Being charged for a number that is inactive??

HALIMACS — Tue, 14 Mar 2023 15:27:02 GMT

Not quite, @Tsawwassen

One way the OP could solve this for themselves is determining when the next renewal occurs for the prior number. (+ 30 days from the date of last payment…)

They could suspend the associated payment card the night before renewal, and then the account will go into suspension.

After 90 days, it will permanently deactivate on its own.

This option does not require customer support assistance, it just requires the OP to be able to count 30 days and log into their payment card account and temporarily lock/hold the card until the following noonish timeframe.

Re: Being charged for a number that is inactive??

Tsawwassen — Tue, 14 Mar 2023 15:54:26 GMT

@HALIMACS wrote:
Not quite, @Tsawwassen

One way the OP could solve this for themselves is determining when the next renewal occurs for the prior number. (+ 30 days from the date of last payment…)

They could suspend the associated payment card the night before renewal, and then the account will go into suspension.

After 90 days, it will permanently deactivate on its own.

This option does not require customer support assistance, it just requires the OP to be able to count 30 days and log into their payment card account and temporarily lock/hold the card until the following noonish timeframe.

A lot can happen in 30 days if phone used by an unknown third party. If phone is actually lost or stolen it should immediate be reported.

Re: Being charged for a number that is inactive??

carolm1 — Wed, 22 Mar 2023 04:17:41 GMT

Thank you resolved by stopping auto payment.