Account in limbo after email change

[Shifter9]

I changed my email address with Public Mobile last week and received an email confirmation "Public Mobile: The email address for your Public Mobile account has been successfully" to the new email address.

However, now when I successfully login (including MFA) clicking on "My Account" goes back to the home page (ie I can't see any account information), and in the app after successful login it asks me to select a plan.

My SMS and data are still working. 

I've contacted support and been told that neither the old nor new email addresses are associated with any accounts.

I've tried the "I forgot my email" recovery option using my Public Mobile phone number, which sends an email to my new email address (this would be good except that support says it's not associated with an account).

I've gone in loops with support which keeps coming back to "The only problem here is that you don't remember which email you might have used. As we have already informed you, there are no accounts associated with the emails you have shared." with no ways forward.

Does anyone have any ideas of what could be wrong? Luckily I'm on auto pay so my account shouldn't get deactivated, but eventually I'll need to make changes or update my credit card info.

[Shifter9]

Thanks for the suggestions everyone. The first agent didn't seem to understand the problem and got hung up on "just remember the email you used", despite the "I forgot my email" reset process using my PM phone number sending an email to my new address.
A few days of going in circles a different agent got the ticket and immediately asked if I would like to reset the email (they understood on the first try!!🎉), sent an auth code to my PM number to confirm and just like that it was all fixed!!
The solution seems to be just keep replying to support and eventually you'll get an agent who understands and offers to reset the email address.

[ArturP]

I’ve been in a similar situation and public mobile has provided zero positive support. It’s been two weeks on my end and I can’t access one of my accounts still. Just brutal. I have been collecting all my communications and plan to forward this to media channels to hopefully gather attention of the poor service at a grander scale. No one has reached out with a reason or any promise of a fix. We can gather information together and hopefully they will actually do something about it. 

[hTideGnow]

hi@CSA_PM or @CS_Agent  or @Ck_PM 

Yes, OP already in a private conversation with one of your agent, but the initiate response was not helping.  I think you need to escalate and send another message to @Shifter9  and let him know how you can help further. 

[Shifter9]

"The only way you can access your account online via website or app is by using the email address you have on your account. Please keep in mind that there is no account associated with either of the emails you shared before."

This is the last assistance I received. I still don't know how to access my account and using "I forgot my email" with my PM phone number sends an email to the address the agent says isn't associated with an account.

What else can I do? Can the issue be escalated? It seems like a technical problem.

[CSA_PM]

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.

[hTideGnow]

hi @Shifter9 

Since you already submitted ticket, I can only say to push support agent for escalation.  It is really them able to help at this point

[slusagm · Accepted solution]

ask PM to help.  Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage