topic Re: Subscription change unauthorized in Get Support

Subscription change unauthorized

amygregg — Wed, 19 Jun 2024 12:38:53 GMT

Today my subscription was changed from $15 to $21 - unauthorized. It has been $15 for years. Unable to submit a ticket. Am I going to have to cancel PM? I have 3 household accounts and have been very happy up until today.

Re: Subscription change unauthorized

eddieO — Wed, 19 Jun 2024 12:47:58 GMT

@amygregg, it sounds like you might be missing your previous credits, like autopay or friend referrals?

The increase is likely due to the new Public Points system in which everyone is now on. With this change all customers will pay the full amount up front, the $2 auto pay discount has been replaced with 5% Points-Back from every payment (less taxes), the monthly loyalty discount is now replaced with 10 points given once a year on your anniversary. You can earn extra points with the Refer-a-Friend and with Give Back (from 1 point up to 20 points by contributing in the Public Mobile Community). Public Points can be redeemed towards a $15 bill credit (requires 15 points), or for ad-ons like international long distance minutes, more data, etc (starting at 5 points and up). The $15 bill credits will not happen automatically, you’ll need to redeem your points in your account manually add them for your next bill. There is no opt-out option for the new points system.

As some of our experts have shared, depending on which plan you are currently on there may be opportunities for changing to better cheaper plans to help offset the increase. For example, if you are on the $25 plan, there is now a $19 plan with 1GB data, pretty much the same as the old $25 plan but with faster 4G speed and you save $6. Customers that are currently on the $15 plan do not have any cheaper plan options to move to and will need to accumulate points until reaching 15 for the bill credit of $15.

To change plans login to “My Account” and use “Change on Renewal” to schedule a plan change.

More information about the rewards system migration:
Moving to Public Points | Help Article | Public Mobile

Overview of Public Points:
https://www.publicmobile.ca/en/bc/get-help/articles/public-points

Re: Subscription change unauthorized

softech — Wed, 19 Jun 2024 12:50:33 GMT

@amygregg

if you login to My Account, check the Plan details page, what plan does it show ? is that the correct plan showing there?

Re: Subscription change unauthorized

amygregg — Wed, 19 Jun 2024 13:04:15 GMT

all 3 of my plans were at $15 and I had them with the reward system down to $10 and $11. With the new rewards system, they all went back up to $15. I understand that. However, today, one of them went to $21 with a whole pile of data an unlimited Canadian minutes. I didn’t ask for that and I’m not happy.

Re: Subscription change unauthorized

amygregg — Wed, 19 Jun 2024 13:06:49 GMT

It shows the $21 plan with I think 2 go data and unlimited Canada wide calling. They changed it from 100 minute and I think 200mg data. That is all I need or want.

Re: Subscription change unauthorized

softech — Wed, 19 Jun 2024 13:11:47 GMT

@amygregg

check the text/sms message history on the phone in question

PM has sent out invite text for special plan earlier. All you need to do is to reply the text with Yes. You (or the phone owner) could have replied Yes by mistake and accepted the plan change invite. Check and confirm

if you really didn't have such text, then you will have to work with PM support and find out what was wrong

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
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 ticket submitted, CS Agent will reply to you there

Re: Subscription change unauthorized

amygregg — Wed, 19 Jun 2024 13:16:42 GMT

Ahhhhhh, that’s exactly what happened. I just woke the child up and she did respond to a text. Now to try and fix it! Thank you so much.