Community

alohaya · ‎02-15-2018

Just got this text message from Public Mobile. They are raising my plan price by $10/month, trying to get me to switch to Koodo. Anyone else got this text?

Public Mobile here. Starting March 20th, 2018 your rate plan price will increase by $10 per 30 days, making your plan $150 for 90 days. But don't worry! Our sister brand, Koodo, has a way for you to keep your $40 price point. Until March 15th, 2018, join Koodo and get 4GB of data, unlimited text and now additionally get UNLIMITED CANADA-WIDE minutes for $40/month PLUS get a one-time $100 bill credit! Offer valid for xxxxxxxxxxx. Redeem at your nearest Koodo location or London Drugs or online at https://koo.do/gocustomer-service. Show this msg and use promo code GOKOODO404GB to redeem along with 2 pieces of ID. Your phone number is your validation code. You're included on the list for Public Mobile offers and deals. To be excluded, reply unsubscribe. Conditions apply.

RyanJuergen · ‎02-16-2018

This only takes a couple minutes and increases the chances this gets traction and attention.

Public Mobile and Telus put in writing they will not increase prices on active members. 16 months later they increased them 25%. This is defraud and false advertising.

File a complaint with CCTS;

http://www.ccts-cprst.ca/for-consumers/complaints/

File a complaint with the Competition Bureau;

http://www.competitionbureau.gc.ca/eic/site/cb-bc.nsf/frm-eng/GH%C3%89T-7TDNA5

Post on social media accounts to Public Mobile and Telus. They need to be held accountable for defrauding the public.

wetcoaster · ‎02-16-2018

@CalvinWwrote:
I'm waiting for Freedom to sweep me off my feet

The thing is that for some of us Freedom isn't an option at all since we are not living in one of their few actual coverage areas. Same with ChatR's and Lucky's zone pricing.

WillyBDilliams · ‎02-16-2018

Dear Public Mobile,

This is a formal attempt to resolve a complaint with regard to the $10/month price increase, as was sent to me via a text from "5133" on February 15, 2018. Your Service model does not include a telephone number to reach Customer Service Representatives, so I am reaching out through the Public Mobile Community website, which is the primary way to contact you.

When I signed up for Public Mobile service, my primary motivator was the clause in the fine print that stated that I will be able to retain "$120 / 3-months" rate indefinitely with "no surprises". Public Mobile was a relatively new company, and I took a risk by being a pioneer with this plan.

This price increase is inconsistent and not what was promised when the advertisement indicated the following "If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises".

https://productioncommunity.publicmobile.ca/t5/Announcements/UPDATE-Last-day-to-get-our-limited-time...

Please contact me directly via Phone or Email to resolve this issue. Please be advised I will attempt to pursue resolution of this complaint via the CCTS and the Better Business Bureau shortly if I do not hear back within 5 business days.

Thank you.

jonauyeung · ‎02-16-2018

They're basically discouraging anybody with any credit balance to not switch to Koodo, even if they wanted to. For people with a few bucks, those people will just give Telus that free money. But for anybody with bigger balances, it makes more sense to stay on PM, burn the credit and then leave for another provider. That $100 bill credit only compensates for the current bill cycle that most people have already paid, and by the time you factor in the SIM card, you've basically broken even.

mjs · ‎02-16-2018

That is correct @Tallguy11

Once a merchant is hit with large volume of chargebacks, then the contract administrator (service provider) will have to open a review into this matter.

You are also right. In Canada, consumers have more protections than merchants, and definately more rights. When a chargeback is filed with your bank, your bank will almost ALWAYS take your side (since you are their client and they are bligated to make a decsion in your favour than the merchant). The reason I know is because I have worked in that industry for a long time.

Again, so are so many aspect and areas that can be argued when it comes to what is happening here with Public Mobile and how this can conclude.

Either way, whether it is a charge back or not, you have the right to claim anything you want and let the process handle itself. I am not encouraging false claims, but only stating that's how the fiancial and legal system works.

crystalabbey · ‎02-16-2018

This is my formal complaint to Public Mobile about the 25% increase to my rate plan.

Please contact me within 1 business day to find a resolution to my complaint.

omfgitsatree · ‎02-16-2018

Hello Public Mobile,

I am writing to inform you that I want like to keep my 2 current plans with 12GB / 90 days at $120 minus My Rewards that I have had since the Fall 2016 Promo.

Per your own promotional material and answers to customers:

"If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises". Link to website to this quote: https://productioncommunity.publicmobil ... td-p/77350

Please contact me directly to discuss the matter further. If you do not respond within a 24 hr time frame I will assume that you reject all communication on this topic.

Thank you

Peter

pssst · ‎02-16-2018

Switching to a new provider will still cost another $10 + HST just for a new SIM card.

davidjames4 · ‎02-16-2018

Hello Public Mobile,

I am writing to inform you that I want like to keep my 2 current plans with 12GB / 90 days at $120 minus My Rewards that I have had since the Fall 2016 Promo.

Per your own promotional material and answers to customers:

"If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises". Link to website to this quote: https://productioncommunity.publicmobil ... td-p/77350

Please contact me directly to discuss the matter further. If you do not respond within a 24 hr time frame I will assume that you reject all communication on this topic.

Thank you

David

MVP · ‎02-16-2018

@will13amwrote:

I had issues with getting a promo added to my Fido data only plans the past couple of days. Today, it was resolved when a manager emailed me and asked me to contact her to resolve my problem. I ended up with 3 free data plans for the next 12 months! No misprint, my next 12 bills will show $0. This joy didn't last a second as my phone was vibrating off the table with notifications about this big upheaval as I was on the phone with the Fido manager. I am still really POed by how the rug was pulled from under our feet.

I tried too, but they told me that having a full voice/text/data with Fido was a prerequisite,

so my data only plan that was obtained before that was not eligible. Also did the discounts work on the "naked" plans, or on those with the tablets? Thank you for clarification!

tkang87 · ‎02-16-2018

Check your Rewards
- Loyalty Reward ($1)
- AutoPay Reward ($2)
- Community Reward $0
- Refer-a-Friend Reward ($2)

Effectively, the price will still be $10-12 per month, since my referrals may leave Public Mobile, and as a result, my monthly plan price of $35/month ($40 - $5 rewards) will increase to $47/month ($50 - $3 rewards) after discounts. In terms of percentage, that's an increase of between 28% to 34% which is astronomical, since the service quality and underlying infrastructure has not changed. That is more than 10 times the rate of inflation in Canada, so please explain why this would be even remotely reasonable or warranted!!

will13am · ‎02-16-2018

Add also some cost certainty for a period of time upon joining Koodo. The worst thing that can happen is you get a welcome one month and a surprise $10 increase the next.

ptgabryl · ‎02-16-2018

go to this website and do your complaint

https://www.ccts-cprst.ca/for-consumers/complaints/complaint-form/

i just copied the complaints from the discussions...

have your account number

dave

webcrawler · ‎02-16-2018

I would like to join this complain as a Public Mobile customer.

So to Public Mobile officials:

Dear Public Mobile,

This is a formal attempt to resolve a complaint with regard to the $10/month price increase, as was sent to me via a text from "5133" on February 15, 2018.

When I signed up for Public Mobile service, my primary motivator was the clause in the fine print that stated that I will be able to retain "$120 / 3-months" rate indefinitely with "no surprises". Public Mobile was a relatively new company, and I took a risk by being a pioneer with this plan.

This price increase is inconsistent and not what was promised when the advertisement indicated the following "If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises". Link to your website stating this quote: https://productioncommunity.publicmobil ... mited-time...

Please contact me directly via Phone or Email to resolve this issue. Please be advised I will attempt to pursue resolution of this complaint via the CCTS and the Better Business Bureau shortly if I do not hear back within 24 hours.

Thank you.

MVP · ‎02-16-2018

@CalvinWwrote:
I'm waiting for Freedom to sweep me off my feet

Oh, no, not Freedom please! They could only swipe you off your feet into a dumpster!

Anything else is welcome tho! 🙂

dhutt · ‎02-16-2018

Like many, many others I am formally contacting you to object to the "surprise" $30/90-day price increase in my current plan, of which I was notified by text message this afternoon. As I am sure you have been made aware by other outraged customers, the promotional materials when I originally signed up for this plan in fall 2016 clearly stated, "If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises. [emphasis added]" For example, see https://productioncommunity.publicmobile.ca/t5/Announcements/UPDATE-Last-day-to-get-our-limited-time.... Similar promises were made by other Public Mobile representatives and materials at that time. I believe these multiple and clear advertising representations made by Public Mobile supersede any contradictory language concealed in the Terms of Service.

I am not at all interested in the included offer to switch to your sister company's "comparable" plan, which has many disadvantages despite your attempts to promote it as substantially similar or superior (e.g., no call forwarding; post-paid vs. pre-paid; no loyalty, auto-pay or referral rewards; more expensive US roaming add-ons; potential for incurring additional charges; etc.). Furthermore, switching to the offered Koodo plan by the March 15 deadline would forego the majority of the 90 days for which I was just billed on February 3rd. (I'll note in passing that the timing of the notice of this price increase relative to the billing cycle of this popular promotional plan appears far more intentional and predatory than coincidental.) The offered $100 credit does not even cover the combined cost of this lost usage plus the Koodo SIM plus tax, to say nothing of the inconvenience to me as a customer.

I am asking you to maintain the price of my current plan, as per our original agreement (highlighted above), for as long as I am an active customer. In lieu of this, I am asking you to offer a more satisfactory resolution. If such resolution is not offered and agreed upon by me within 48 hours, I will be elevating my complaint to both the CCTS and the Competition Bureau, with every intent of pursuing those complaints to their fullest extent, as this price increase would seem to me to be a blatant violation of consumer rights and expectations.

mjs · ‎02-16-2018

Chargebacks are very simple and you would be able to get your money back within a week. They will ask you of the reason you are requesting a chargeback. Your answer will have to be "breach of agreement and services not provided as agreed upon".

RLBL · ‎02-16-2018

@guinness22wrote:
The koodo offer is not Anytime Minutes. It is unlimited only after 5 pm to 7 am weekdays and weekends. It will cost per minute on your bill if u use during the day. Read the fine print on koodo .

This is not correct.

Anytime minutes is when you have a specific number of minutes on your plan and you can use them anytime (+ unlimited usage in certains times of day). Unlimited Canada wide is unlimted, day or night, 24/7.

nd · ‎02-16-2018

This is a message for Public Mobile staff to comply with the requirements for submitting a complaint to CCTS. I would like to keep my original plan of 12GB / 90 days at $120 minus my rewards. Please contact me directly to discuss the matter further. If you do not respond within a reasonable time frame I will assume that you reject all communication on this topic and I will proceed with a complaint to the CCTS. Thank you.

hrvojemaric · ‎02-16-2018

Dear Public Mobile,

This is a formal attempt to resolve a complaint with regard to the $10/month price increase, as was sent to me via a text from "5133" on February 15, 2018.

This price increase is inconsistent and not what was promised when the advertisement indicated the following "If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises". Link to website to this quote: CLICK HERE.

Please contact me directly via Phone or Email to resolve this issue. Please be advised I will attempt to pursue resolution of this complaint via the CCTS.

Thank you.

Jasonrottgen · ‎02-16-2018

Hi Public Mobile,

I am writing to inform you that I want like to keep my 2 current plans with 12GB / 90 days at $120 minus My Rewards that I have had since the Fall 2016 Promo.

Per your own promotional material and answers to customers:

"If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises". Link to website to this quote: https://productioncommunity.publicmobil ... td-p/77350

Please contact me directly to discuss the matter further. If you do not respond within a 24 hr time frame I will assume that you reject all communication on this topic.

Thank you

Balur · ‎02-16-2018

Public Mobile (or Telus), please contact me regarding this directly. I am writing here as Ido not have any other way to contact you. If I do not receive a response in a reasonable amount of time I will be filing a CCTS complaint.

I am upset about the $30 price increase on my 3 month plan.

By Default: $120 -> $150 = 25% increase

With Loyalty + Auto Pay (Majority of Customers) $111 -> $141 = 27% Increase

With Loyaly + Auto Pay + Referrals (Me) $105 -> $135 = 29% Increase

Currently I'm paying approx $35 a month.

When I signed up, the text of the advertisement said that as long as I remained an active customer I maintained an active plan I understand prices going up but this is false advertising.

The text you sent "Our sister brand, Koodo, has a way for you to keep your $40 price point." is misleading / deceptive because all of your customers will have 1 year loyalty ($39), and most will have auto pay ($37) and with referrals I'm at $35.

So no matter what it’s a price increase, and to imply otherwise is deceptive. Also 12 GB over the course of 3 months, is not as flexible as 4GB over 1 month.

Another concern is the timing, I renewed 7 days before this was announced for 90 days. The switch to Koodo is only good until May 15th, meaning I twill lose about 2/3 of what I paid for. Your representative on the forums have indicated that the $100 Koodo credit is to cover the lost Public Mobile time, and that no balances / credits / add ons / time will be transitioned over. I have calculated that I would lose $135 worth of purchased services and have to buy a $15 SIM. A $100 credit is not a sufficient offer.

I would consider the following reasonable resolutions

1) Remain on PM at the advertised price.

2) Migrate to Koodo (to the offered plan) with pro-rated credits for my services and add-ons with a free SIM.

3) Migrate to Koodo (to the offered plan) at the end of my current term with a free SIM.

I am happy to discuss this further, and entertain other offers.

Jasonrottgen · ‎02-16-2018

Hi Public Mobile,

I am writing to inform you that I want like to keep my 2 current plans with 12GB / 90 days at $120 minus My Rewards that I have had since the Fall 2016 Promo.

Per your own promotional material and answers to customers:

"If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises". Link to website to this quote: https://productioncommunity.publicmobil ... td-p/77350

Please contact me directly to discuss the matter further. If you do not respond within a 24 hr time frame I will assume that you reject all communication on this topic.

Thank you

Jason

cocoapuff · ‎02-16-2018

Dear Public Mobile,

This is a formal attempt to resolve a complaint with regard to the $10/month price increase, as was sent to me via a text from "5133" on February 15, 2018.

When I signed up for Public Mobile service, my primary motivator was the clause in the fine print that stated that I will be able to retain "$120 / 3-months" rate indefinitely with "no surprises". Public Mobile was a relatively new company, and I took a risk by being a pioneer with this plan.

This price increase is inconsistent and not what was promised when the advertisement indicated the following "If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises".

https://productioncommunity.publicmobile.ca/t5/Announcements/UPDATE-Last-day-to-get-our-limited-time...

Please contact me directly via Phone or Email to resolve this issue. Please be advised I will attempt to pursue resolution of this complaint via the CCTS and the Better Business Bureau shortly if I do not hear back within 24 hours.

Thank you.

trendless · ‎02-16-2018

G'day PM support staff,

I'm sure you've got a lot on your plate right now and considering everyone else who's disappointed by your lack of resolution to the issue at hand I'm not hopeful, but I'd like to try anyway.

As many have also stated, I chose to sign up with Public Mobile and bring you my meagre two lines worth of business primarily because you explicitly committed to never raising the price as long as I kept my account active. It seems that you've decided to try and walk back that statement, as evidenced by your text on Feb 15th that notified of an impending price increase to my existing plans. I'm sure you recall publicly, officially, making the aforementioned promise to never raise the price, I'm not sure why you've decided that it's ok to break that promise. I've been a super happy user of your service and have recommended it to many friends and family. In fact, just last week I got you two new paying customers -- who are even willingly paying more-for-less than I am. It's incredibly disheartening to find out that you don't want to honour your word. If you refuse to do so, I will be forced to find another provider who I can trust, one who's not affiliated with your current owners, as they are no doubt who is responsible for this unfortunte and ostensibly unethical decision.

I hope you see the error of your ways and instead of treating loyal customers as hostile, remember that it's us that gave you a foothold in the marketplace and decide to treat us with the dignity and respect that any human deserves.

If you would like to resolve this to my satisfaction, I'm all ears. Please don't pander to or attempt to placate me with platitudes or talk of policy or ToS; we all know that neither of those trumps the law. Please advise. Have a good day.

tkang87 · ‎02-16-2018

Dear Public Mobile,

This is a formal attempt to resolve a complaint with regard to the $10/month price increase, as was sent to me via a text from "5133" on February 15, 2018.

When I signed up for Public Mobile service, my primary motivator was the clause in the fine print that stated that I will be able to retain "$120 / 3-months" rate indefinitely with "no surprises". Public Mobile was a relatively new company, and I took a risk by being a pioneer with this plan.

This price increase is inconsistent and not what was promised when the advertisement indicated the following "If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises".

https://productioncommunity.publicmobile.ca/t5/Announcements/Effective-February-15th-changes-are-hap...

Please contact me directly via Phone or Email to resolve this issue. Please be advised I will attempt to pursue resolution of this complaint via the CCTS and the Better Business Bureau shortly if I do not hear back within 24 hours.

FYI - Your complaint has been submitted. Your incident tracking number is: 00000000841433

Thank you.

NickyStaxx · ‎02-16-2018

Dear Public Mobile,

This is a formal attempt to resolve a complaint with regard to the $10/month price increase, as was sent to me via a text from "5133" on February 15, 2018, a few days after my plan renewed for another 90 days. Both my spouse and I (each) are on this plan.

When I signed up for Public Mobile service, my primary motivator was the clause in the fine print that stated that I will be able to retain "$120 / 3-months" rate indefinitely with "no surprises". Public Mobile was a relatively new company, and I took a risk by being a pioneer with this plan.

This price increase is inconsistent and not what was promised when the advertisement indicated the following "If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises". Link to website to this quote: CLICK HERE.

Please contact me directly via Phone or Email to resolve this issue. Please be advised I will attempt to pursue resolution of this complaint via the CCTS.

Thank you.

panzival · ‎02-16-2018

Dear Public Mobile,

This is a formal attempt to resolve a complaint with regard to the $10/month price increase, as was sent to me via a text from "5133" on February 15, 2018.

When I signed up for Public Mobile service, my primary motivator was the clause in the fine print that stated that I will be able to retain "$120 / 3-months" rate indefinitely with "no surprises." Public Mobile was a relatively new company, and I took a risk by being a pioneer with this plan.

This price increase is inconsistent and not what was promised when the advertisement indicated the following "If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises". Link to your website stating this quote: https://productioncommunity.publicmobile.ca/t5/Announcements/UPDATE-Last-day-to-get-our-limited-time

Please contact me directly via Phone or Email to resolve this issue. Please be advised I will attempt to pursue resolution of this complaint via the CCTS and the Better Business Bureau shortly if I do not hear back within 24 hours.

DTYVR · ‎02-16-2018

This is a formal attempt to resolve a complaint with regard to the $10/month price increase, as was sent to me via a text from "5133" on February 15, 2018. Both my spouse and I are on this plan.

When I signed up for Public Mobile service, my primary motivator was the clause that stated that I will be able to retain "$120 / 3-months" rate indefinitely with "no surprises". Public Mobile was a relatively new company, and I took a risk by being a pioneer with this plan.

This price increase is inconsistent and not what was promised when the advertisement indicated the following "If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises". Link to website to this quote: https://productioncommunity.publicmobile.ca/t5/Announcements/UPDATE-Last-day-to-get-our-limited-time...

Please contact me directly via Phone or Email to resolve this issue. Please be advised I will attempt to pursue resolution of this complaint via the CCTS and the better business Bureau shortly if I do not hear back within a reasonable timeframe.

Thank you

ykkwan · ‎02-16-2018

Hello,

I activated my account with Public Mobile on November 17th 2016 under the fall promotion: 3 months, $120, 12GBs of data, and 200 minutes of US and Canada long distance. I received a text message yesterday informing me my rate would be increased by $30 for each 3 month period. After accounting for the discounts I've accrued with Public Mobile, this amounts to a 27% price increase.

This is a direct contradiction of material representations made by your staff to induce prospective customers into moving from our previous cellular providers and purchasing your services. Here is an example of one such representation made by Brooke_C, a Public Mobile representative:

"If you have signed up for the promotional plan, you will be able to keep it after the promo period, as long as you are an active customer. This means that, as long as you are an active customer on this plan, your plan price will remain at $120, even after your initial 90 days. No surprises."

Source: https://productioncommunity.publicmobile.ca/t5/Announcements/UPDATE-Last-day-to-get-our-limited-time...

This makes the representation false or misleading under the Competition Act.

If the cost of my plan increases, I will file a complaint with the Competition Bureau for your contravention of the Competition Act. If I do not receive a response within 7 calendar days explicitly stating that my plan's price will not increase, I will file a complaint with the Competition Bureau for your contravention of the Competition Act.

Further, the text I received offered me a seemingly equivalent plan if I move to Koodo. Here are the problems with such an offer:

If I take advantage of the offer, I forfeit the discounts I have accrued with Public Mobile.

The plan does not include US long-distance.
There is no mention if any of the additional services I currently receive are included in this offer e.g. Caller ID, Voicemail.

4GBs of data per month is not as flexible compared to 12 GBs of data every 3 months.

I am not being given any assurance that the plan's cost will not change in the future.

Therefore, I must conclude that this is not a fair or equivalent offer, even after the $100 credit being offered.

If the cost of my plan increases, I will file a complaint with the Commission for Complaints for Telecom-television Services. If I do not receive a response within 7 calendar days explicitly stating that my plan's price will not increase, I will file a complaint with the Commission for Complaints for Telecom-television Services.

Please respond as soon as possible. I wish to resolve this matter in an amicable and timely fashion.

Community

$40/4GB Plan - getting $10/month price INCREASE!