topic Re: Possible 2nd account created under old email and old cell. in Get Support

possible duplicate account

sage2 — Sat, 07 Dec 2024 15:03:18 GMT

I created a new account with Public Mobile last night. Started process on lap top and finished on Iphone, two payments taken off visa and an email from Public Mobile with a different account number and my old cell number which is deactivated. How do I fix this? Also I was told that I needed a new email to create new account but this 2nd account has old email, old password and old cell#, but different account # which I can't see all of. I am confused. Thanks for any help

Re: possible duplicate account

Handy1 — Sat, 07 Dec 2024 15:06:25 GMT

@sage2 get support to help straighten out for you and confirm

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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

Re: possible duplicate account

Dunkman — Sat, 07 Dec 2024 15:13:48 GMT

@sage2

If two payments were taken, likely a duplicate account was set up. Before activating, did you have another PM account? Each PM account needs its own separate email address.

Customer service agent help will be needed. However, wait times are longer than usual. Typically, 1-2 hour wait, but due to BF deals/promos, up to 1-2 days. Not sure whether CSAs have caught up with the backlog.

Re: possible duplicate account

Yummy — Sat, 07 Dec 2024 15:14:00 GMT

Something strange has occurred for sure.

You could not create new account using the same email already in a PM system.

You better open a Ticket ASAP to avoid any service disruption and/or extra payments.

Re: possible duplicate account

sage2 — Sat, 07 Dec 2024 15:22:48 GMT

Thanks

Possible 2nd account created under old email and old cell.

sage2 — Mon, 09 Dec 2024 14:39:18 GMT

A 2nd account was created under old cell# and old email address I did not do this as I couldn't access old email or old cell. How do I resolve this? Duplicate payment was taken off credit card. Previous ticket number is: 503493-236

Thank You

sage2 (Cathy)

Re: Possible 2nd account created under old email and old cell.

eddieO — Mon, 09 Dec 2024 14:40:35 GMT

@sage2 we do not have access to customers accounts here as we are customers as well so you will need to contact a support agent.

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Possible 2nd account created under old email and old cell.

Handy1 — Mon, 09 Dec 2024 14:41:09 GMT

@sage2

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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

Re: Possible 2nd account created under old email and old cell.

hTideGnow — Mon, 09 Dec 2024 14:41:13 GMT

HI @sage2

yes, PM system is one email login for one account. A second PM account would need another email address. So, you might have mess up the orginal phone number. But PM support can help

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket 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: Possible 2nd account created under old email and old cell.

Phil_Adelphus — Mon, 09 Dec 2024 14:42:20 GMT

@sage2 If you already have a ticket number you would need to reply to it. If this is something other than was addressed by the previous ticket then you need to open another ticket using the chat icon bottom right of this page. Any replies should come to your community inbox, either at an envelope icon top right of this page or tap your avatar for Messages. Posts here are for the most part only seen by other customers so you need to get back to support directly.

Re: Possible 2nd account created under old email and old cell.

slusagm — Mon, 09 Dec 2024 14:43:02 GMT

so, you used a wrong email address ? PM can help.

You won't be able to open proper Chatbot ticket if you have no access to old email or old cell, so just message them

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

But you have a ticket number, so you can just that link above to message them again and provide them the ticket number and ask them for an update

Re: Possible 2nd account created under old email and old cell.

Dunkman — Mon, 09 Dec 2024 15:32:54 GMT

@sage2

I looked at your previous post.

Did a customer service agent get back to you this weekend? The wait times are definitely longer than usual. If CSA did response, just reply to the CSA response and continue interactions with CSA.

Re: Possible 2nd account created under old email and old cell.

sage2 — Mon, 09 Dec 2024 18:08:52 GMT

Sorry for the late reply. I just heard back from the first ticket I was given, waiting for them to reply Thanks

Re: Possible 2nd account created under old email and old cell.

sage2 — Mon, 09 Dec 2024 18:09:49 GMT

Thank you, I just heard back from the first ticket waiting for their reply

Re: Possible 2nd account created under old email and old cell.

sage2 — Mon, 09 Dec 2024 18:10:46 GMT

thank you. I heard back from the ticket number, waiting for their reply now

Re: Possible 2nd account created under old email and old cell.

sage2 — Mon, 09 Dec 2024 18:13:03 GMT

Thanks Not sure how the problem started, we didn't use the old email or phone because it said they didn't exist any longer. Did hear back from the ticket I sent the other day. Waiting to hear back from them now.

Re: Possible 2nd account created under old email and old cell.

sage2 — Mon, 09 Dec 2024 18:13:53 GMT

I heard back from them after I sent my new note this morning, waiting to hear from them now. Thanks

Re: Possible 2nd account created under old email and old cell.

Dunkman — Mon, 09 Dec 2024 19:36:01 GMT

@sage2

The lag time between responses is longer than normal. Try to be patient and provide as much information to CSA as they require. Less back and forth between customers and CSA will save a lot of time.

P.S. I will combine both of your posts, since the same issue.