topic Re: Is there really no live chat with Customer Support Agent? in Get Support

Is there really no live chat with Customer Support Agent?

lidonglineric — Sat, 25 Nov 2023 14:09:23 GMT

Hello,

I'm new to Public Mobile. Is there really no live chat with customer support agent? You can only submit a ticket (that doesn't work - 404 ERROR)?

In the meantime, I'd like to ask for help regarding double payment:

On November 11, I joined and purchased a mobile plan for $34 (20GB).

A few days later, on November 22, I upgraded my mobile plan for $34 (30GB). I clicked Upgrade Now, instead of Change on Renewal, not knowing that I was starting a new billing cycle and that I would not get refunded partially (prorated payment)! Had I known, I wouldn't have upgraded immediately.

May I ask for a refund?

Thank you for your help.

Re: Is there really no live chat with Customer Support Agent?

khraeohn — Sat, 25 Nov 2023 14:09:52 GMT

DM @CS_Agent

Re: Is there really no live chat with Customer Support Agent?

mojorising — Sat, 25 Nov 2023 14:11:52 GMT

Unfortunately you will not receive a refund. PM is a prepaid service. When you selected the plan you prepaid for 30 days, but in the middle you purchased another plan that forfeited the old one and prepaid again for another 30 days for the new one. In order to avoid this you should have selected "Change on next renewal date".

Re: Is there really no live chat with Customer Support Agent?

lidonglineric — Sat, 25 Nov 2023 14:13:17 GMT

Thank you for your detailed explanation. This has definitely been a very bad experience up to now for a new member of Public Mobile.

Re: Is there really no live chat with Customer Support Agent?

mojorising — Sat, 25 Nov 2023 14:15:53 GMT

@lidonglineric wrote:
Thank you for your detailed explanation. This has definitely been a very bad experience up to now for a new member of Public Mobile.

True, but you learned a valuable lesson. It happened to me too back in the day. But I can tell you in my almost 5 years with PM, the service has been great and the savings are like no other carrier.

Re: Is there really no live chat with Customer Support Agent?

Andy85 — Sat, 25 Nov 2023 15:00:15 GMT

@lidonglineric Public Mobile is a prepaid phone service so you had foregone the 30 day 20gb plan when you switched it on Nov 22nd. You will not be eligible for a refund because you switched over to the 30gb plan with immediate effect unfortunately. I'm sure it's not the outcome you were hoping for monetarily. It can be frustrating.

On the bright side, Public Mobile has an even better deal than your $34/30gb plan. They have now improved the promotion to $34/40gb. Maybe if you change your plan to the 40gb promotional offer (effective upon renewal) it will be a good silver lining. You'd have missed out on the refund but you would double the 20gb plan to 40gb!