topic Transferred from eSIM to eSIM and was charged a fee in Get Support

Transferred from eSIM to eSIM and was charged a fee

Geoff5 — Mon, 11 Nov 2024 19:15:09 GMT

I successfully ported my number to PM - confirmed that with Telus, but the old number was still showing on my phone and didn't update.

Used the chatbot, and it suggested that I needed a new esim. And pointed me to this article: https://publicmobile.ca/en/on/get-help/articles/esim-faqs

The article CLEARLY states that existing esim users will: "When you request a new eSIM, we automatically identify you as an existing eSIM user and waive the replacement fee."

I was charged the fee. I'd like the charge credited to my account please.

Switching to the new eSIM did work though. I can now see my phone has the number that I ported in.

Re: Transferred from eSIM to eSIM and was charged a fee

Handy1 — Mon, 11 Nov 2024 18:39:55 GMT

@Geoff5 You should have been credited the money at check out , but since that didn’t Happen no worries just contact support for credit/refund

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Transferred from eSIM to eSIM and was charged a fee

computergeek541 — Mon, 11 Nov 2024 19:17:45 GMT

@Handy1 wrote:
@Geoff5 You should have been credited the money at check out , but since that didn’t Happen no worries just contact support for credit/refund
send a private message To CS_Agent
⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

As the customer has service, please remember that using the chatbot to open a all tickets is mandatory. Using the ticketing system ensure the fastest response times.

Re: Transferred from eSIM to eSIM and was charged a fee

softech — Mon, 11 Nov 2024 19:19:27 GMT

Chatbot is the preferred way was just mentioned 2 minus ago. No point to repeat