Account and access blocked after credit card cancellation. Unable to update my informations

[agr]

Following a security issue with my credit card, the bank canceled it and send me a new one. In the meantime, Public Mobile failed to proceed with the automatic payment. THEY BLOCKED EVERYTHING THE SAME DAY: MY ACCOUNT, MY ACCESS, ETC. I'm not able to update my credit card information since everything is blocked!!!!

Need some help!!!

[agr]

Everything fixed! Support tech solved the problem (reset etc...).

Thanks everybody!

[dust2dust]

Your only avenue is the support people. From their standpoint, you just enjoyed some free product since your last renewal. So to fix that you need to buy some vouchers and have them ready for them to use them to refresh your account.

[darlicious]

@agr 

Are you getting a message that your account has been temporarily disabled?

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[softech]

@agr   let's open ticket with PM Support to reset the login credentials as well as the 4 digits PINs for *611

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

***Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[agr]

Thanks for the explanations but the problem is that I cannot log in My Account neither getting access via 611: both passwords are not recognized, even the security question when I try to change the password of My Account!!! I could have made one mistake when I did set up those passwords but not 3!!!

Even if I buy a voucher, I won't  be able to load it if I cannot access My Account...

[hTideGnow]

HI @agr   Yes, PM is  a prepaid service.  If on the expiry date of the cycle, no fund were added, the service will stopped.  it is not like postpaid that let you use it first and charge you interested after

Best way is to get a voucher and load the voucher via My Account or 611.  Or instant top up at Canadian Tire Gas, Esso, Gateway Newstands, and MacEwen 

[darlicious]

@agr 

If it is you have a bigger issue than you think....even though it is not your fault. Explain the issue but customer support is well aware of it generally. You will have to purchase pm vouchers to cover the amount of the reversed "fraudulent" chargeback plus your next plan payment while you negotiate full getting full account access back and pm agrees to accept a credit card for payment again.

Providing info from your card issuer that the KOODO TOP UP REAPPROV charge was believed to be a fraudulent charge due to a compromised card will help your case and get pm to agree to quickly reverse their normal policy on chargebacks on prepaid mobile accounts. It may not seem fair to you but this is the easiest way to rectify this problem. I'm sorry you have to deal with this mess.

 The following list of retailers all offer pm vouchers that are immediately valid upon purchase and loadable via 611 or self serve.

1. London Drugs
2. Shell Stations
3. 7/11
4. RCSS
5. TMS
6. SDM
7. Circle K
8. Wal-Mart

More info and examples of real vouchers can be found here.....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Voucher-Catalogue/m-p/479165#M343905

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[BeachNBeer]

@agr  When the system can't collect your payment (as you always pay in advance for service);than your account gets suspended. 

Can you not log into your account? If you can log in then click "Payment" then bottom left manage my card and update your card details. Then make a payment to reactivate your account.

If you cannot log into your account. What is the error? 

At 90 days of non payment account is closed and number is gone.

If it's been under 90 days and you can't log into the account. You can go to a gas station (like shell) or a corner store and buy a tip up voucher. Then dial 611 from your cell to add the voucher to your account to reactivate. 

Also contact support for assistance to get back into your account.

Open a ticket via: 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time) 

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗" 

or send a private message to: 

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[darlicious]

@agr 

Oh dear....this is likely your issue?

https://productioncommunity.publicmobile.ca/t5/Announcements/System-Fix-Ongoing-Activation-amp-State...

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Spudster · Accepted solution]

@agr 

You will need to contact customer support and explain to them what happened.

They will likely remove any blocking if you can convince them what happened was beyond your control.

Customer Support Agents can help.  There are 2 ways to reach them:

1. Create a support ticket by clicking  here , then type Support Ticket, then select Contact Us, then select the topic that more closely matches your request.  Then click  Click here to submit a ticket , or,
2. Send a private message to them by clicking here  

You’ll see their reply in your Community private mailbox in the envelope to the left of your avatar.

[BKNS27]

@agr 

Didn’t you get a notice from PM telling you your CC will be expiring soon?

[BKNS27]

@agr 

Contact a CS_Agent right away by clicking on the private messaging icon on top of this page. They will get back running again.

There is a glitch on the live Chat.