topic Re: unsolicited plan change in Get Support

unsolicited plan change

LB37 — Fri, 28 Apr 2023 02:34:52 GMT

I logged into my account to add a U.S. plan today april 27th 2023 and noticed to my $15 monthly plan was changed on April 25 2023 to a $40 15G plan and that a $30 charged was made on the 25th.

I proceed today april 27th to change back my plan ( 100 min and 250 mb) $15 /month and added U.S. roaming.

I would like to know How and Why the plan was changed on the 25th and would like the charges to be reimbursed.

Re: unsolicited plan change

BKNS27 — Fri, 28 Apr 2023 02:43:18 GMT

@LB37

There was a text to members awhile back asking if you would like to take advantage of the $40 15gb promo. If you or someone replied with YES then the upgrade will be applied.

You might want to check your past bill statements and if the promo was applied awhile back.

If switch back to the $15 plan, just login to your account and switch back on your next renewal date since you have been billed for the $40 plan. If you change the plan back now…you will be charge for the $40 plan and the $15 plan.

Re: unsolicited plan change

LB37 — Fri, 28 Apr 2023 02:59:54 GMT

Didn't reply yes... to a plan change. How can i get to issue resolved? Swithched back the plan , i would just like money to be credited to the account.

Re: unsolicited plan change

softech — Fri, 28 Apr 2023 03:09:05 GMT

@LB37 so, you did an immediate plan change today ( April 27 ) to change it back to the $15 plan? Then you got charged again $15 after you were charged $40 on April 25? I hope this is not the case as it will be a bit hard to fix

PM has been sending promo text about it's $40 plan. I think you were aware as you said you didn't reply YES. We saw another post about that and the OP of that post confirmed that he didn't reply YES. Check your text on your phone, grab a screenshot and provide PM support the proof and they can fix it. I am not sure how much they can do if you have made a plan change again today. If you just did a schedule plan chnange on next renewal date, it should be ok.

Anyway, open a ticket with support and hope they can do something:

1. Please open ticket via Chatbot (requires access to My Account): click this Chatbot Ticket Link

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

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: unsolicited plan change

BKNS27 — Fri, 28 Apr 2023 05:25:57 GMT

@LB37

You can contact a CS_Agent to look into when or if there was a reply with YES and for a credit. Just submit a ticket on SIMon Chatbot or private message them.

Re: unsolicited plan change

HALIMACS — Fri, 28 Apr 2023 10:27:09 GMT

@LB37

You can't be reimbursed. (at least that's the clear policy of public mobile)

The plan changed because either YOU or someone who had access to your device replied YES to the plan change offer by SMS.

By changing it back mid cycle, you've added another cycle charge which could have been avoided by selecting to change on next renewal.

You really should have reached out to the community before making any account changes, or at a minimum asked the customer support agents for options to remedy.

Firstly, ensure anyone who may have had access to your device does not respond to any texts.

Secondly, if it was a younger person or minor think of it as a teachable moment for them.

Thirdly, don't be a stranger and reach out to this community in advance of making account changes if you're not 100% certain what the effect will be.

Re: unsolicited plan change

computergeek541 — Fri, 28 Apr 2023 14:53:34 GMT

unnecessary repetition: @Tsaawwassen Please aovid constantly repeating others.