topic Re: Serious issue in Get Support

Serious issue

Wally360 — Mon, 19 Jun 2023 10:55:27 GMT

I am posting on behalf of my wife. She cannot get into her online account, because she has 2 step verification set up. And the reason why she can't receive that 2 step verification text, is because Public Mobile claims that she does not have enough minutes, so it does not allow phone calls or texts to get through. We have both been on pre-pay for years. I have been trying to sort this out for a few days now, and am very frustrated!

Re: Serious issue

Ego — Mon, 19 Jun 2023 11:07:11 GMT

your best (and pretty much only) hope is opening up a support ticket. i know your wife cannot log into her account however you should still be able to contact support through the website.

https://www.publicmobile.ca/en/on/get-help this is a picture from my phone in incognito mode, im not logged in.

it’s good that you’re posting this on a monday as i’m fairly sure they don’t work weekends (at least not sunday)

Re: Serious issue

Handy1 — Mon, 19 Jun 2023 11:14:57 GMT

@Wally360

Auto pay can fail

To make payment and reactivate plan .if you know 4 digit PIN number to account *611 . Or with a voucher and *611 no PIN is needed . You can also do this by by calling 18554PUBLIC . To get services working and worry about log in afterwards and update credit card if necessary .

If you still have service and your plan renews today / tomorrow you can ignore this suspended (on hold) notice

Re: Serious issue

Wally360 — Mon, 19 Jun 2023 11:18:00 GMT

I have found that the robo-chat doesn't have the answer I need, and when I click the link to submit a ticket, I get an error. That's why I'm posting here.

Re: Serious issue

Wally360 — Mon, 19 Jun 2023 11:20:14 GMT

So, do I have to call this number on my wife's phone, because it's her account? If so, that won't work, as it's not allowing any phone calls through. "Sorry, your call cannot be completed since you've used all of your available minutes."

Re: Serious issue

Handy1 — Mon, 19 Jun 2023 11:21:03 GMT

@Wally360 Yes and it will go thru . Try it

Re: Serious issue

Ego — Mon, 19 Jun 2023 11:23:16 GMT

you’d just follow through on the image there, i just exited out. i’ve had to deal with a too many companies that give you nothing but robo advisors all day, just stumbled upon this trick one day a few hours after struggling, works with most of them.

Re: Serious issue

Ego — Mon, 19 Jun 2023 11:25:09 GMT

611 is a service number, like 911. even if you don’t pay your phone plan you can still call 911, 611 too

Re: Serious issue

Wally360 — Mon, 19 Jun 2023 11:54:04 GMT

Calling *611 results in a "sorry, we are not able to help you with your request. Goodbye."

Re: Serious issue

Wally360 — Mon, 19 Jun 2023 11:57:18 GMT

It's been 4 days since her phone hasn't worked, so, I'm not sure when her rollover date is. And, as it turns out, my son is having the same issue all weekend as well - no calls, no texts.

Re: Serious issue

Handy1 — Mon, 19 Jun 2023 12:01:00 GMT

@Wally360 please

Message support directly

while your already here and logged in the community you can send a private message To CS_Agents click >>>here.<<<

Re: Serious issue

Ego — Mon, 19 Jun 2023 12:02:17 GMT

directly DM CS_Agents as another option, you can click where i wrote “DM” as a hyperlink to bring you there

Re: Serious issue

Wally360 — Mon, 19 Jun 2023 20:26:10 GMT

I cannot get over the excessive amount of frustration today has been! I have been chatting with "Alex," who has been less than helpful. I have been at this for hours, and HATE Public Moblie. Here's what has happened.

Some months back, my wife contacted MC for some banking business. To verify her account, they asked for two recent transactions. She mentioned Public Mobile, and named the amount. Banking complete. A few weeks later, we received a letter from MC stating that the two transactions we contacted them about are now currently in dispute with the organizations. My wife contacted MC to clarify that we do not dispute them, and will happily pay, and MC said they would sort it out. MC turned around and declined to pay those two organizations what was owed, including $21 to Public Mobile.

So, her account is now locked. The credit card used is blacklisted for 1 year (which includes payments for our children's PM accounts as well). Her phone is greylisted, meaning no access to online portal, no access to 611, and can only pay by voucher (meaning additional service charges).

I contacted MC, who IMMEDIATELY acknowledged the error, and are crediting us $25 for the restart fee, as well as additional $25 to help offset the costs for any other service fees that we will need to pay to purchase PM vouchers.

"Alex," speaking on behalf of PM, on the other hand, is not at all helpful. He says that it's Fraud Department's policy, and that there is nothing he can do. He has said "sorry" at least 4 times (in his words), but his hands are tied.

I have made multiple attempts to purchase vouchers online. These website all look sketchy! I have tried multiple sites, multiple credit cards, as well as my PayPal account - every time, declined.

This is horrible customer service.

Re: Serious issue

Wally360 — Mon, 19 Jun 2023 20:29:56 GMT

My latest comment from "Alex:"

When a charge back arises, it does not matter whos fault - the bank or the customer - the account will be blacklisted and the conditions I've explained numerous time already applies.

I cannot help, no one can help, when a charge back arises on an account.

I do believe you, that it was the bank error, but, in our end a charge back is a charge back, and you should agree with me, that is the Account Holder responsibility to manage his account!

So, I hope I managed to explain well the situation and once again Sorry for it - but you're the only one to fix it - complying to the conditions imposed by the Payment/ Fraud dept.

All the best,

Alex

_______

This is still horrible service, to treat a customer this way. I want to pay, I am happy to pay the missing $21. MC will even pay the additonal $25 restart fee. But to flat out follow the policy, blame the customer for not being attentive, and then not having any means to make adjustments to the account. Disgusting.

Re: Serious issue

hTideGnow — Mon, 19 Jun 2023 21:26:32 GMT

HI @Wally360 but it is MC's fault.

and for voucher, when don't you get it from store? Shoppers Drug mart is the best one to get it from.

If online, maybe people get it from recharge.com. Which one you went with and find it sketchy

Re: Serious issue

Wally360 — Mon, 19 Jun 2023 21:29:15 GMT

I finally figured out how to get a voucher online. I used the Recharge app. For some reason, everything I tried did not work. So, for now, my wife's phone will work.

But that still doesn't fix the problem of the blacklisted account and MC, which is MC's fault, and they made it right on my end. I wish PM would do the same, so that I can pay normally, and without the extra service charges for vouchers.

Re: Serious issue

hTideGnow — Mon, 19 Jun 2023 21:31:10 GMT

HI @Wally360

I do agree in situation like this, PM should be more understanding

Not sure if Community manager can her, you can try to message her directly @J_PM . Maybe provide her the email exchange you had with Mastercard.

Re: Serious issue

esjliv — Mon, 19 Jun 2023 21:33:18 GMT

@Ego wrote:
it’s good that you’re posting this on a monday as i’m fairly sure they don’t work weekends (at least not sunday)

@Ego FYI - 🙂 "Customer Support Agents are available Monday to Sunday, 9 AM to 10 PM EST"

https://www.publicmobile.ca/en/ns/get-help/articles/csa-hours-of-operation

Re: Serious issue

Wally360 — Mon, 19 Jun 2023 21:33:31 GMT

It wasn't an email exchange with MC, that was a phone call. 10 minutes or less, and it was resolved. That's how it should be. I know that PM is an online only, no frills service. But there ought to be some understanding that I was caught in the middle, and did everything in my power to make it right. MC made it right, PM penalized me for it.

Re: Serious issue

esjliv — Mon, 19 Jun 2023 21:41:33 GMT

@Wally360 - this is infuriating. Especially, when I believe Public Mobile is to blame in some past 'chargeback' cases.

Can the credit card company issue a brand new card? Not sure if that would release the 1 year blacklisted account, which I think is ridiculous if Public Mobile won't reverse this blacklisting with a different card.

See here for payment options (other than recharge): https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some (no-extra fee) vouchers found here: https://publicmobile.ca/en/on/payment-voucher