topic Re: Payments in Get Support

Payments

Ru_17 — Tue, 27 May 2025 18:21:18 GMT

Hi out there

I recently took out two plans while travelling

One was for international minutes and the other was a US Plan.

The US plan worked for a couple calls and then everything dropped and the international calls did not work at all.

Is there an avenue to get reimbursed or at the very least get a credit applied to my account

I'm out about 50.00$

Harv

Re: Payments

Phil_Adelphus — Tue, 27 May 2025 11:28:50 GMT

@Ru_17 The international minutes are for calling from Canada (I'm presuming an add-on?). Were you trying to use them from the US? For the US roaming problem, did data and texting work? If so, most likely you don't have a VoLTE phone which is a requirement for the US since they shut down their 3G networks in 2022. What phone do you have? To open a ticket with customer service use the chatbot icon bottom right of this page

Re: Payments

hTideGnow — Tue, 27 May 2025 11:58:55 GMT

hi @Ru_17

do you have a Canada-US plan ? If so, you can make and receive calls.

But what phone do you have ? because there is no 3G network in US and our phones need to be on PM's VoLTE whitelist for calls to work, it can be tricky if you don't have the proper phone

and you used mobile data wile you are in US.? I am not sure how much PM agent can help in terms or reimbursement, but you can check with them

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