topic Re: Refund issues in Get Support

Refund issues

arna — Wed, 28 Jan 2026 23:16:45 GMT

Hi.

Although I have purchased a monthly plan, my phone didn't support the e Sim, Although it passed the initial e Sim screening. I am trying to reach out for help for 3 days but no response. Will I get the money back?

Customer service

arna — Wed, 28 Jan 2026 23:19:12 GMT

How long it may take to hear back from customer service for refund issues?

Re: Refund issues

hTideGnow — Wed, 28 Jan 2026 23:19:21 GMT

hi @arna

you can buy a PM sim card from Telus or Koodo or Mobile Klink stores and complete the activation

after you got the card, ask PM agent to update the sim card number.

of if you really want to cancel, you do the same, ask PM support agent to help, 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: Refund issues

arna — Wed, 28 Jan 2026 23:22:44 GMT

I have submitted tickets 2 days ago but I didn't hear back. So to cancel i have to go to telus store?

Or to keep it i took plan that was on offer. Am i getting the payment rate at the offer price or i have to pay full price? Your assistance is appreciated.

Refund issues

arna — Thu, 29 Jan 2026 23:25:44 GMT

I have purchased a plan on 26th January, but my phone did support the e Sim. I got this message after purchasing it. I need help to get refund of my money. I am getting no response or help from any agent. It's frustrating.

Re: Refund issues

arna — Thu, 29 Jan 2026 23:27:13 GMT

Can someone help?

Re: Refund issues

hTideGnow — Thu, 29 Jan 2026 23:29:15 GMT

sorry @arna

we are just customers here. You need to message PM agent again for update

Re: Refund issues

Moses_B — Fri, 30 Jan 2026 20:44:54 GMT

@arna We apologize for the late response, your time is appreciated, please double-check your community inbox, as our team has responded to your concern.