topic Cs in Get Support

Cs

BFalk — Fri, 06 Dec 2024 18:19:28 GMT

Cs agent won't reply @CS_Agent

Has left me without a phone all morning when my bill paid, and didn't renew on the app.

I am missing so many important calls, i went to tellus and they couldn't help.

What kind of customer service is this? Why couldn't the agent?Just turn my phone back on

This is unacceptable

Re: Cs

hTideGnow — Fri, 06 Dec 2024 18:20:27 GMT

hi @BFalk

you don't need support for the issue, just make a payment to renew

use this link to load fund: https://myaccount.publicmobile.ca/en/account/payment/funds/card

Re: Cs

eddieO — Fri, 06 Dec 2024 18:21:39 GMT

@BFalk are you able to log in to your account to confirm the subscription is active, or have you tried *611

If you need to make a manual payment you can use:

https://myaccount.publicmobile.ca/en/account/payment/funds/card

Re: Cs

BFalk — Fri, 06 Dec 2024 18:21:45 GMT

I made payment, payment went through.

But my account didn't update, and it's still says.The renewal date is today. It doesn't even let me try to pay again.

I tried porting to koodo, and I can't because my bill with public is inactive, even though it's paid and active.

I asked the agent to fix it, they ask for proof of payment before even checking the account.

Just check my account and fix it

Re: Cs

BFalk — Fri, 06 Dec 2024 18:22:03 GMT

This customer support is God awful @CS_Agent

Re: Cs

BFalk — Fri, 06 Dec 2024 18:22:50 GMT

READ WHAT I SAID. PAYMENT WAS ALREADY MADE, THE ACCOUNT DOESN'T THINK PAYMENT WAS MADE.

I NEED IT FIXED, I AM MISSING IMPORTANT CALLS.

I WILL SUE FOR DAMAGES

Re: Cs

BFalk — Fri, 06 Dec 2024 18:23:31 GMT

I am missing important.Government calls that I can't be missing, because public mobile refuses to fix my account.

This is unacceptable @CS_Agent @A_CX_PM

Re: Cs

hTideGnow — Fri, 06 Dec 2024 18:23:48 GMT

@BFalk wrote:
I made payment, payment went through.
But my account didn't update, and it's still says.The renewal date is today. It doesn't even let me try to pay again.
I tried porting to koodo, and I can't because my bill with public is inactive, even though it's paid and active.
I asked the agent to fix it, they ask for proof of payment before even checking the account.
Just check my account and fix it

hi @BFalk

first reboot the phone and check if you have service

and for My Account still showing suspended, it could be just a browser cache problem. Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Cs

computergeek541 — Fri, 06 Dec 2024 18:25:01 GMT

inappropriate content posted for the sole purpose of mocking the customer has been removed

Re: Cs

BFalk — Fri, 06 Dec 2024 18:25:03 GMT

I did all of this already, and the agent won't help me. I need my phone turned on immediately, the calls I am missing are so important. I'm going to be facing huge financial loss by not being able to get my calls.

Re: Cs

hTideGnow — Fri, 06 Dec 2024 18:28:02 GMT

hi @BFalk

if you want this issue fixed quicker, message support agent. We are just customers and we tried out best

another thing to check, login to My Account using the special mode I mentioned, check if the money you loaded is still showing up as Available funds, if so, then the money was not used for renewal. And check payment hisotry and see if it shows the payment you made

Re: Cs

computergeek541 — Fri, 06 Dec 2024 18:29:11 GMT

inappropiate content removed

Re: Cs

BFalk — Fri, 06 Dec 2024 18:30:19 GMT

I tried all these things to try and fix it myself, but I can't even Telus couldn't when I went to the mall to try and fix this.

So stupid a telus employee isn't able to do things for telus.

This is the worst customer support in my life

Re: Cs

hTideGnow — Fri, 06 Dec 2024 18:30:25 GMT

hi @BFalk

can you answer directly if you see the money you paid still in Available fund ? did payment history confirms your payment

remember to use incognito/private/secret mode to login