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Anybody can be help, since PM service team did not

edmonton780
Good Citizen / Bon Citoyen

Hello, everyone, I make this post to see if anybody can have an idea for help

I ever have a PM basic plan for my son uses in his high school, but since he went out of province for university last Sempeter, this number has never been used anymore, the SIM card has been discarded. We found this plan still keeps on active from my credit card last December and communicate with the service team from then. but it's more than a month, they still have not cancelled the plan.

First, they ask me 5 questions, I can answer the credit card number, phone number, last payment, and attached my TD credit bill to the PM team, but forget the account number and the email address. back and forth again and again, finally they told us that we can to a local store with a driver's licence to cancel the plan. But the local store said their computer system doesn't even have the menu to make the cancellation. we are pushed back to the online service team.

When we back to the online, they change person to serve me( if what they did can be named SERVICE), they just repeatedly ask me that question, answer questions or log in to cancel the autopay. But I don't need to talk with your team if I can log in, during this fighting( they called service) process, my credit card still makes the payment.

I asked them again and again, I have TD bill, know the phone number, but can't remember other registered info( never make change for a couple of years, just autopay monthly for high school student use), now, how to make the cancellation? the team(changed person a couple of times) didn't give me a clear answer on how to make a cancellation or how to prove that I am the owner according to this situation. They just post me the PM company rules and declare that is to protect me. 

I told them will complain to the government department or BBB or CCts, but not yet. If they still do not let me know how to make a cancellation and just post" company rules", I think I have to file a complaint or post my experience on social media. we literally don't want to fight or make any trouble, but now they SERVE us for more than a month, but still keep on SERVING me this way instead of settling the issue. 

Does anybody have a new proposal on how to cancel this plan? Thanks.

28 REPLIES 28

darlicious
Mayor / Maire

@edmonton780 

Call 1 855 4PUBLIC and enter your 10 digit phone number associated with the account. Note the renewal date. Before midnight eastern of the renewal date put a hold on your payment card. The autopay will fail and the account will automatically be cancelled 90 days later.

 

Call 1 855 4PUBLIC and enter your 10 digit phone number again around noon eastern the next day and ensure the service is now suspended and you can remove the hold on your payment card.

 

 

 

 

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 #.

Dunkman
Oracle
Oracle

@edmonton780 

Do you remember your PIN number for that account?

If you remember the PIN number, you can call 1-855-4PUBLIC (782542).  Enter the phone number. Press 5.  Enter PIN number.  Then choose to remove autopay.  Once you remove autopay, your account will be suspended at next payment date. 

https://productioncommunity.publicmobile.ca/t5/Get-Support/611-IVR-Menu-System/m-p/289352

VIP_Tech
Model Citizen / Citoyen Modèle

Hi @edmonton780 

sorry to hear that

do you contact to customer support agent by send Private Messages ?

 

another option call to your back and change your credit number. 

BKNS27
Mayor / Maire

@edmonton780 

You will get a different CS_Agent if you contact them by the SIMon chat. If you contact them with private messaging, you will communicate with the same CS_Agent.

Click on the envelope icon and ask to contact a CS_Agent supervisor.

darlicious
Mayor / Maire

@edmonton780 

I sent you some additional info via private message for you to review. Hope it helps.

 

 

 

 

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 #.


@VIP_Tech wrote:

another option call to your back and change your credit number. 


In many cases, simply changing the credit card number wouldn't help.  Many credit card issuers automatically update merchants about new credit card numbers and expiry dates for card changes on the the same credit card account as the previous card. The credit card user is also auatomically opted in to this meaning that a merchant could potentiallly still charge the customer even if the crredit card number is changed.  The customer would have to very specific to the credit card issuer that the change is being requested for reasons of lost card/fraud/dispute with merchant.

bill_b
Good Citizen / Bon Citoyen

I don't think changing credit card would help, but If you don't have luck with PM customer service

I'm curious as you probably know the date of the last charge by PM. They charge every 30 days. The day or 2 before the next charge can you go online and login to your TD card and lock your card... Since this isn't an automatic payment setup with TD but withing PM the transaction might not go thru

 

bill_b
Good Citizen / Bon Citoyen

I just noticed that  @darlicious mentioned the something similiar

 

edmonton780
Good Citizen / Bon Citoyen

Thanks to your guys for generous help with your ingenuity, these community members are so enthusiastic. This problem had been settled if EVEN ONE of the customer agents can help customers as you guys did.

My current story is 

  1. forget the PIN, this account has not been touched for years, just autopay for high school students. SIM cards has been discarded after my son went to BC for his university. So we can't log in to our account, can't create account at this time. 
  2. We contact an agent with the private message since around Christmas, PM has changed maybe 4 or 5 agents who all declared to assist us and glad to serve us. but all of them the same, they ask me 5 questions, and I can only provide legal name,  phone number, payment date/amount(forget email address, account number and PIN), and we attached them a TD credit card bill with PM charge list on it. There's no phone number but there’s a serial number on the TD bill, I guess this number maybe linked or associated with my phone number/plan, but nobody care.

ALL agents just repeat asked 5 questions, and their answers are similar": we won't help if you can't answer questions that we asked". I asked them, my question is " how to cancel the plan when a customer can't fulfill your questions requirement?"   ALL AGENTS either neglected or reflect this question, and just repeatedly asked 5 questions, or told me to log in, or told me to the local store with driver licence to make a cancellation. But the local store said their system doesn't have the menu to cancel a plan. After we were kicked back to online service yesterday, a new agent began to SERVE us, and ask 5 questions, told me to log in and cancel the autopay. No difference, even they know my situation.

3. we will try to contact TD bank to change my credit number, albeit not sure if it works. Even it works, I literally don't think PM provides a competent service. Because your customer has to call a 3rd party to get a cancellation, but PM did nothing.

4.I see 3 people(maybe agents) replied that they send me a private messages, they are" VIP-Tech, BKNS27 and darlicious". after I check the message to see what solution they deliver, I will update here to let all community members get some lesson or experience, in case anybody stuck in similar issue with me, he/she knows the solution and doesn't have to replay this battle for more than a month as we suffered.

Thanks again, your guys are great