Anyone plan got changed by PM

[danlee1]

I just logged into my PM account and noticed my $15 plan become $19 plan without notifying me at all.

Has anyone encounter this?

[Chalupa_Batman]

Hey @sixpk 

I see Denise the CS Agent with Public Mobile seems to have the ability to reverse this and fix the issue. Honestly, I'd give her the chance to resolve it before leaving. This by far is the cheapest and affordable mobile there is IMO. Maybe @CSA_PM can send a Private message to @sixpk inbox to continue this conversation?

@sixpk - Your private mailbox can be found using this link. Give her time to reach out. I have faith she can resolve it.  https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[sixpk]

Hello Denise, I submitted a ticket last week to CS and they said that they investigated and that there was nothing that they could do. All I want is my 19 dollar a month plan and if you say you can help that would be greatly appreciated. Thank You.

[CSA_PM]

Hi

I am sorry to hear about the situation. 

What I can do in order to help you, if the $35 plan is not suitable for your needs, is to change your plan back in the current  $19 plan.

If that is ok, let me know and I will proceed with the change.

Regards,

Denise CS_Agent 

[sixpk]

I am in the same situation, where my plan misteryously went from a 19 dollar plan  to a 35 dollar canada,usa,mexico plan at 4:30in the morning when I am still sleeping.  CS investigated and said that I must've changed it and that there is nothing they can do about it.  That is how they resolved my situation. I will be cancellling my subscripion and going elsewhere.

[CSA_PM]

Hi there. I sent you a private message — you can reply by clicking this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Chalupa_Batman]

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@danlee1 wrote:

I just logged into my PM account and noticed my $15 plan become $19 plan without notifying me at all.

Has anyone encounter this?

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I am pretty confident it's too late. You've made the change, the plan has charged, there is no turning back sadly. I think you're stuck with this until further notice. You SHOULD however go into your account now and see what plans are there. You MAY be able to drop a level in plans IF it's available to you. OR there may be another $19 plan currently being offered with a big more data and perks. Food for thought.

[danlee1]

yes, I am happy with my $15 plan and was just pondering when I received a text message, I thought it will be "add on" in my account and upon me deciding to change, I will go in and change.. which I did not but apparently, I was wrong.  I send an inquiry to PM .  Thank you.

[hTideGnow]

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@danlee1 wrote:

what is CSA?

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hi @danlee1 

CSA = CS Agent.  Use the links I provided above to check with PM support agent

[danlee1]

what is CSA?

[eddieO]

@danlee1, Try going into your Public Mobile account and then go to Payment History under the "Payment" tab. You should be able to confirm if they have billed you for the $19 plan but you should also be able to confirm your plan by going to the "Subscription" tab and then go to "Manage Subscription", it will show you the details of your current plan. If it's still wrong then you should contact a customer support agent to have them look into it.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en 

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[danlee1]

yes i did, and I thought it was to add on but not confirm wanting to change plan so I can ponder over it. Grrrrr ..

[hTideGnow]

hi @danlee1 

ask PM whether it was changed via the My Account/app or via a Yes text reply and ask them when you got changed

but honest, the $19 plan is a much better value one than the $15

[Grinch]

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@hTideGnow wrote:

hi @danlee1 

PM would never force a plan change.  

Are you 100% sure on that statement?

[danlee1]

I check my past payment, May'25 payment also $21.09.  I wondered did it accidentally convert my plan when I click on the $19 plan promo in May but I never click confirm and just leave.  

[hTideGnow]

hi @danlee1 

PM would never force a plan change.  

there is a chance PM has sent a promotion text to upgrade to the $19 plan.  All you need to do is to reply Yes to get the new plan.  Maybe you got the text and replied?

you can also confirm with PM agent why the plan was changed

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[Grinch]

I would contact a CSA. 

If you are on legacy $15 plan and are happy with it…then many of us have moved to the new $15 plan that has unlimited texting, Canada wide talk, 500mb data and 4G. 

We’re you looking in the “change subscription” area lately?

[TheSterlinger]

@danlee1  that sounds a little be odd. I highly doubt they will change your plan. Are you sure that you didn't change in error?

Clear cache and log in again and check. What is the next renewal amount? How much G does it show you have?