topic Re: Public Mobile / Telus not responding/acting on request to delete payment information in Get Support

Public Mobile / Telus not responding/acting on request to delete payment information

balaca — Sun, 02 Jun 2024 17:39:43 GMT

No confirmation message received. Neither the card was removed.

What is the escalation procedure for this, and which regulator has the authority to act on this?

Re: Public Mobile / Telus not responding/acting on request to delete payment information

Chalupa_Batman — Sun, 02 Jun 2024 17:27:08 GMT

What exactly are you trying to figure out? What's happened? We sure could use some more details.

Are you trying to remove your credit card from the profile? If so, only PM can do that and you'd have to create a ticket. OR, you can change the credit card info on file to a pre paid credit card. Just know when those funds run out you'd need another one or vouchers. That is how I was able to do it.

To Submit a ticket, please click the following link to access the Public Mobile Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type: Customer Service Agent

IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information.

Re: Public Mobile / Telus not responding/acting on request to delete payment information

balaca — Sun, 02 Jun 2024 17:29:30 GMT

I submitted a ticket already, yesterday. There isn't any acknowledgement received so far, though I saw a ticket number on submitting.

Like I said in the post, I want my payment information i.e. credit card info removed from my profile.

Re: Public Mobile / Telus not responding/acting on request to delete payment information

hTideGnow — Sun, 02 Jun 2024 17:42:37 GMT

hi @balaca did you check the community inbox??

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

Support agent usually reply within 4 hours but weekend can be longer

Message them again for update

Re: Public Mobile / Telus not responding/acting on request to delete payment information

Chalupa_Batman — Sun, 02 Jun 2024 17:45:49 GMT

@balaca wrote:
I submitted a ticket already, yesterday. There isn't any acknowledgement received so far, though I saw a ticket number on submitting.
Like I said in the post, I want my payment information i.e. credit card info removed from my profile.

OK. Yes, if you've already submitted a ticket, it does take them time to respond to it. Being the weekend and all and since they are all overseas, it can take up to 48 hours as they happen to have a backlog of tickets right now. So hold tight, I'm sure they will respond to you soon. Just keep checking the box in the top right corner. There is no need to send them another message. Please wait the 48 hours before sending another one requesting an update.

Re: Public Mobile / Telus not responding/acting on request to delete payment information

balaca — Sun, 02 Jun 2024 17:47:08 GMT

Thanks I did check the inbox - last message there was a month ago.

It is a frustrating experience, for me as a customer to go through a bot every time, to relieve my account from the shady techniques like this by Telus/Public Mobile.

Re: Public Mobile / Telus not responding/acting on request to delete payment information

HALIMACS — Sun, 02 Jun 2024 17:47:15 GMT

@balaca

The regulator is the CCTS.

But I'm sure you can get their attention probably by letting them know if they do not remove it from your profile page, you will be processing a CCTS complaint, which will cost them just under $150.

Re: Public Mobile / Telus not responding/acting on request to delete payment information

hTideGnow — Sun, 02 Jun 2024 17:48:07 GMT

hi @balaca no doubt support reply is not instant and can be quicker... Message them again

Re: Public Mobile / Telus not responding/acting on request to delete payment information

Chalupa_Batman — Sun, 02 Jun 2024 17:51:59 GMT

@hTideGnow wrote:
hi @balaca no doubt support reply is not instant and can be quicker... Message them again

@balaca May I ask when did you put in a ticket? If it's been less than 24 hours, the fact it's the weekend there is no need to put in a second one. There are so many issues going on with PM right now they have a back log of tickets.

https://productioncommunity.publicmobile.ca/t5/Announcements/Longer-Than-Normal-Support-Wait-Times/td-p/1197464

And since they haven't updated this announcement, it means they are still dealing with longer than normal wait times.

Re: Public Mobile / Telus not responding/acting on request to delete payment information

hTideGnow — Sun, 02 Jun 2024 17:55:21 GMT

hi @Chalupa_Batman I think the wait time is already back to normal. I had a ticket yesterday for a friend.. everything done in 3 hours.

but it's true weekend wait can be longer

Re: Public Mobile / Telus not responding/acting on request to delete payment information

Chalupa_Batman — Sun, 02 Jun 2024 18:27:03 GMT

@hTideGnow wrote:
hi @Chalupa_Batman I think the wait time is already back to normal. I had a ticket yesterday for a friend.. everything done in 3 hours.
but it's true weekend wait can be longer

I have to admit, it sure would be nice if the Moderators who ar replacing Jade while she's on a leave of absence would update the Announcement section to confirm wait times are back to normal and what those look like. Communication with their customers are everything. Perhaps since the Oracles here have the Moderators ears, maybe they can, if they haven't, share with them an update to that post would be beneficial to all customers including the people who are volunteering to help others here. Until they update it, I will continue to say 48 hours. If I'm wrong, then it's on them to update it.