topic Re: Refund on my subscription in Get Support

Refund on my subscription

Simon_245 — Thu, 04 Jan 2024 22:31:48 GMT

Hello,

I have had an issue from the very beginning which hasn't been answer in over a week. I signed up for public mobile service, it said my phone was esim compatible but when completing activation it says it isn't compatible. I have sent 4 DM's to CS Support with no response and some responses from the community which are great. But at this point I might take my business elsewhere, how can I go abouts getting my refund?

Thanks

Re: Refund on my subscription

HALIMACS — Thu, 04 Jan 2024 22:34:36 GMT

@Simon_245

The only way, other than doing a chargeback on your payment card, is through the Customer Support Agents.

To contact a Customer Support Agent, send a private message to them 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, or tap your Avatar down in Messages.

EDIT: another option is to get a physical SIM card if your device has a SIM slot. You can pick one up at a corporate TELUS or Koodo location.

Re: Refund on my subscription

Handy1 — Thu, 04 Jan 2024 22:34:27 GMT

@Simon_245 So you already submitted a ticket check your community inbox for their reply or use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

if no reply you should submit another ticket

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Refund on my subscription

Simon_245 — Thu, 04 Jan 2024 22:35:00 GMT

Thanks @HALIMACS I guess my main issue is its been over a week and not a single response from my original issue with the sim

Re: Refund on my subscription

Simon_245 — Thu, 04 Jan 2024 22:36:42 GMT

Yes I have the physical sim in hand, but someone needs to swap my account from esim to physical sim which I have been waiting for over a week

Re: Refund on my subscription

HALIMACS — Thu, 04 Jan 2024 22:36:48 GMT

That's completely unacceptable @Simon_245 - though I've heard that they are 'very busy' recently.

Still, you shouldn't be waiting any longer than 24 hours for a response.

To be certain, you are checking the inbox on your private messages, correct?

Here: Private Messages - Community (publicmobile.ca)

Re: Refund on my subscription

Simon_245 — Thu, 04 Jan 2024 22:38:09 GMT

Yes I've been checking a few times every day, and I know some of the community members have said its been busy but a week is a bit ridiculous

Re: Refund on my subscription

Handy1 — Thu, 04 Jan 2024 22:38:17 GMT

@Simon_245 Can you log into your account ? If you can in profile page you can do this

SIM SWAPPING profile tabs

Note only do this on lap top or computer/ not mobile device

Re: Refund on my subscription

Simon_245 — Thu, 04 Jan 2024 22:39:01 GMT

no I cannot, the only thing I can click on is resume activation and when I click that it says esim not compatible

Re: Refund on my subscription

HALIMACS — Thu, 04 Jan 2024 22:40:20 GMT

I don't think that'll work @Handy1 if the e-SIM is not even associated with the account as of yet.

I believe the OP is trying to get the physical SIM card to be associated with the account, which seems like the best option for them at this time.

Re: Refund on my subscription

hTideGnow — Thu, 04 Jan 2024 22:40:27 GMT

HI @Simon_245

did you check your community inbox for agent's reply? I opened ticket with PM last couple days and they all replied and done on the same day.

Please check: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

if really no reply, please send another message to agent using direct message. https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Refund on my subscription

Handy1 — Thu, 04 Jan 2024 22:40:44 GMT

@Simon_245 When’s the last time you submit ticket ?

Re: Refund on my subscription

hTideGnow — Thu, 04 Jan 2024 22:42:26 GMT

true @HALIMACS

OP cannot login, he cannot make the change himself

in fact, it sounds like the activation was not completed as OP said he see " resume activation" after login

@Simon_245 , did you use the app to complete the activation? or you have been only using the browser?

Re: Refund on my subscription

Simon_245 — Thu, 04 Jan 2024 23:14:48 GMT

yes there are no messages at all in my inbox

Re: Refund on my subscription

Simon_245 — Thu, 04 Jan 2024 23:15:19 GMT

I used the app for sign up and activation

Re: Refund on my subscription

Simon_245 — Thu, 04 Jan 2024 23:16:37 GMT

I sent in 2 DM's on Friday as well as a Ticket on Friday, then sent another ticket Tuesday.

Re: Refund on my subscription

hTideGnow — Thu, 04 Jan 2024 23:16:53 GMT

@Simon_245 wrote:
I used the app for sign up and activation

HI @Simon_245

then please message them again.

Agent has been replying my questions fast this year (2024), I guess just somehow your ticket/message as lost. Please message them again

Re: Refund on my subscription

Handy1 — Thu, 04 Jan 2024 23:17:34 GMT

@Simon_245 if the last ticket you submitted was more then 48 hours ago I would try one more time to submit ticket

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Refund on my subscription

Simon_245 — Thu, 04 Jan 2024 23:20:05 GMT

Just sent in another ticket, hopefully they get it

Re: Refund on my subscription

Handy1 — Thu, 04 Jan 2024 23:21:16 GMT

@Simon_245 I have faith you will get reply , keep us updated .