Anyone else get overcharged?

[EllieM13]

1. I had a 3G plan and was overcharged for two months. At first they're explanation was due to my device not being VoLTE compatible (spoiler, my service is compatible), but now they have changed what they're saying; it's because my plan was a 3G plan. Anyone tell why they're doing this when they could've just switched my plan with an adjacent plan that was already $18. Instead they are definitely going out of their way to take customers money and try to pass the blame onto the customer for their veiled transparency. 

PM has gone down hill fast the past few years an I am losing all faith in the company. Anyone else feeling the same way? Also their coverage range has seemed to have gotten worse! Plus their customer service reps are down right not helpful and rude! 

[macjammin1218]

I think it is the service industry in general. Students are graduating with few skills and they have been pushed through the system. I am confident that is what we are dealing with. 

Incompetence is now the rule unfortunately. It may force me back to a mor eexpensive model.

Really too bad. 

[macjammin1218]

I used my rewards to get an extra 10 GB and it showed up and then was gone in about 12 hours and the explanation given did not make sense. the person I dealt with was condescending.

[EllieM13]

They also automatically changed my plan from their $15/month plan to $18/month and didn't give any notice of this change. That's what started this whole nightmare. 

[EllieM13]

Yeah, and good luck getting them to message you back with any answers. Still waiting on someone to get back to me. This used to be a community when I first became a PM customer. Gave their clients incentives and it felt like you joined something awesome. Now it's just another corporate monster that does not care one but about their clients. Probably switching to another company....

[Girardi]

Am also being charged the additional $5, even though  I have changed to a 4G phone as per the PM texts received.  NOWHERE in their texts did PUBLIC MOBILE indicate that we now also need VoLTE compatibility.  What else is PM not disclosing in order to charge more???

[EllieM13]

I'll update you when and if the customer gets support. That really was the main issue I'm dealing with...

[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.

[EllieM13]

I think the wording from the most recent support needs to be checked into as well. They were incredibly rude in their answer and if that's how you deal with customers you will quickly be losing customers. Thank you for your help and I look forward to a more insightful reply from support. 

[softech]

@EllieM13 

the $5 surcharged is collected because of an incompatible device and it is unrelated with the plan you have (ie, you were not got charged because of a 3G plan)

From what we understand, some OnePlus devices could be compatible but it depends on the model.  This is something only CS Agent can confirm with the technical team

I understand you got mixed answers from the IMEI checker and the agents,  I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox for further discussion on the matter.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[EllieM13]

I had a message thread going on with a PM rep. They were less than helpful and get rude and condescending. I have a oneplus 8, and checked the IMEI checker to confirm and my device was listed as being compatible. I originally got a ticket placed to look into the issue by another PM rep, and never heard back about the ticket after 4 days. 

[hTideGnow]

hi @EllieM13 

who told you is about the plan?

it has nothing to do with the plan but it is all about device

Tell us what device you have.  

And use the IMEI checker here to confirm if  your phone is VoLTE whitelisted:
https://www.publicmobile.ca/get-help/articles/volte