topic Re: more than 2 weeks, and my account still not closed!!!!! in Get Support

more than 2 weeks, and my account still not closed!!!!!

Mjsgravel — Fri, 25 Apr 2025 17:26:44 GMT

I decided to try Public Mobile, I paid my dues and installed the app. Full activation never worked, in more than 2 weeks. The one-time-passwords (OTP) never get to my phone. I have been told by many "service agents" that I am the one to close my own account - but this is impossible to do, since I'm unable to access my account without the OTPs.

If my account isn't closed in the next day, I'm going to the media - I refuse to pay for services I'm not getting!!!

Re: more than 2 weeks, and my account still not closed!!!!!

Chalupa_Batman — Fri, 25 Apr 2025 17:29:10 GMT

@Mjsgravel wrote:
I decided to try Public Mobile, I paid my dues and installed the app. Full activation never worked, in more than 2 weeks. The one-time-passwords (OTP) never get to my phone. I have been told by many "service agents" that I am the one to close my own account - but this is impossible to do, since I'm unable to access my account without the OTPs.
If my account isn't closed in the next day, I'm going to the media - I refuse to pay for services I'm not getting!!!

Hello @Mjsgravel

If you can't log into your account, Public Mobile can reset your account for you to log in and close it yourself.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact them.

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

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: more than 2 weeks, and my account still not closed!!!!!

Dunkman — Fri, 25 Apr 2025 17:30:40 GMT

@Mjsgravel

Can you get 2FA email instead? Do you see " I didn't receieve code" link?

Once in your account, you can unsubscribe your subscription and that should "cancel" your account by disabling pre authorized payments.

Re: more than 2 weeks, and my account still not closed!!!!!

Mjsgravel — Fri, 25 Apr 2025 17:33:34 GMT

I have tried EVERYTHING, and none of it has worked. I would not be on this chat if there was an easy solution!

Re: more than 2 weeks, and my account still not closed!!!!!

Mjsgravel — Fri, 25 Apr 2025 17:34:03 GMT

I have already tried all of those, I have tried EVERYTHING, and none of it has worked. I would not be on this chat if there was an easy solution!

Re: more than 2 weeks, and my account still not closed!!!!!

slusagm — Fri, 25 Apr 2025 17:34:23 GMT

better to ask PM to help to remove the credit card from the account

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: more than 2 weeks, and my account still not closed!!!!!

Mjsgravel — Fri, 25 Apr 2025 17:36:43 GMT

I have ALREADY asked PM to remove my credit card from the account: they keep telling me I need to do that. BUT I CAN'T GET INTO MY ACCOUNT to remove my credit card!!!!!!!!!!

Re: more than 2 weeks, and my account still not closed!!!!!

slusagm — Fri, 25 Apr 2025 17:38:54 GMT

no, they are the one to remove credit card

we can disable autopay but we cannot remove credit card. please reply the CS agent and tell them that

or @Dunkman can you help escalating? the agent was wrong on the part about removing card

Re: more than 2 weeks, and my account still not closed!!!!!

Mjsgravel — Fri, 25 Apr 2025 17:42:32 GMT

Thank you @slusagm for acknowledging that I was incorrectly informed. To make it worse, PM does not have my correct phone number!! How can a cell phone company get a phone number wrong from the first day!!!!!

Re: more than 2 weeks, and my account still not closed!!!!!

hairbag1 — Fri, 25 Apr 2025 17:49:00 GMT

@Mjsgravel

you can also contact the credit card provider to stop future payments to Public Mobile. (this method may cause problems in near future if you want service from Telus family)

Re: more than 2 weeks, and my account still not closed!!!!!

Mjsgravel — Fri, 25 Apr 2025 17:49:59 GMT

I'm now with a provider that is in the Telus family, so, not an option 😞

Re: more than 2 weeks, and my account still not closed!!!!!

TheSterlinger — Fri, 25 Apr 2025 17:50:40 GMT

Yes only agents can remove cc#.

But how come your phone number is wrong? Didn't you port it? Didnt you provide them with the number? Could that be why the account cannot be validated?

Re: more than 2 weeks, and my account still not closed!!!!!

Mjsgravel — Fri, 25 Apr 2025 17:52:15 GMT

I have no idea why PM has my phone number wrong. And for "privacy reasons" they won't disclose what the 'wrong' number is, just that the number with my email address is not the one I say is mine.

Re: more than 2 weeks, and my account still not closed!!!!!

Phil_Adelphus — Fri, 25 Apr 2025 17:58:54 GMT

@Mjsgravel When you signed up for Public Mobile did you choose a new phone number from those that were offered, or did you port your number in from another provider?

Re: more than 2 weeks, and my account still not closed!!!!!

Mjsgravel — Fri, 25 Apr 2025 18:00:31 GMT

I parted from another provider, with the same number I have had for over 17 years!

Re: more than 2 weeks, and my account still not closed!!!!!

TheSterlinger — Fri, 25 Apr 2025 18:02:39 GMT

Its possible when you signed up you typed the incorrect number. When you call or text someone, is it yours phone number that shows up?

Re: more than 2 weeks, and my account still not closed!!!!!

Mjsgravel — Fri, 25 Apr 2025 18:02:52 GMT

I find it absolutely incredible that, after more than 2 weeks, and dozens of individuals providing me advice, my case is still not solved.

Re: more than 2 weeks, and my account still not closed!!!!!

Mjsgravel — Fri, 25 Apr 2025 18:03:47 GMT

I am now with another (now third) provider, as i was never able to use PM for text nor phone calls.

Re: more than 2 weeks, and my account still not closed!!!!!

hairbag1 — Fri, 25 Apr 2025 18:07:33 GMT

@Mjsgravel wrote:
I find it absolutely incredible that, after more than 2 weeks, and dozens of individuals providing me advice, my case is still not solved.

You're going to hafta work with Customer Support as we can't fix this. Please...Use this link to message 'em and demand your cc info be scrubbed.

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

Re: more than 2 weeks, and my account still not closed!!!!!

TheSterlinger — Fri, 25 Apr 2025 18:10:45 GMT

Well, on this chat, we're only customers trying to help. Only the employees of Public Mobile can actually close your account. But first, it seems like your account needs to be validated, which it looks like the issue with the phone number, but there must be other ways for them to validate and complete the request.

Did you escalate to a manager? You gotta keep on top of them.