Refund Request and account lock

Zargoosh — Mon, 22 Jun 2026 01:00:29 GMT

Dear Public Mobile Customer Service,
I had an original account which I used for a few months but then canceled because I no longer needed it. After that, I created a new account through the mobile app to purchase an eSIM for a family member. Although the eSIM purchase went through, every time I try to log in, it redirects me to that old account—even though I used a different email. The old account is locked now, tied to a number that’s no longer in service, so I’m stuck in a loop and can’t access either account.
Since I am unable to use the service, despite the successful payment, I request a full refund. Please let me know if you require any additional information to resolve this.

Thank you for your immediate attention.

Re: Refund Request and account lock

hTideGnow — Mon, 22 Jun 2026 01:30:34 GMT

hi @Zargoosh

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 using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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

topic Refund Request and account lock in Get Support

Refund Request and account lock

Re: Refund Request and account lock