Brand New Customer - Terrible Experience - How to get help??

[GmoneyG]

My experience:

• Went to the website
• selected a plan
• selected esim
• credit card charged!
• error with account creation and now no service!
• forced to click a link to get help; left on a random page with no direction on where to go

Off to a terrible start. The presets for getting help are terrible even though I selected "activation unsuccessful". How do you get help from these guys? I'm regretting this and it's been less than 10 minutes.

Thank you to anyone who can help 🙏

[GmoneyG]

Unfortunately I was charge twice for signing up again. There is now a payment investigation even though I provided evidence of the two charges and the charges are “posted” now; not “pending”. Still have not heard back from them…

[Chalupa_Batman]

All you have to do is sign in with the app and it will continue. It shouldn't charge your credit card a second time. This is how you sign up though. 

[MarkG108 · Accepted solution]

The way to get help is by directly messaging a customer service rep.  I think pressing the mail icon will bring you there (see enclosed photo, and note the mail icon which is beside the globe icon).  For me, this icon brings you to the following URL:

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

It may be a different URL for you, but regardless, I'm guessing the link from the mail icon will bring to the desired page.  Anyway, from there, write a note to "CS_Agent" (which stands for Customer Service Agent).   Or, I think you can go directly to their page, where there's a link to send a note straight to them.  That site is here -- at least, for me it's here:

https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/22437

[GmoneyG]

Thanks for trying to help. I wish they just had these instructions on their website instead of allowing people to purchase plans through the website if it's going to run into an error. I followed the instructions you provided but unfortunately, it's asking me to pay again! I WILL NOT BE PAYING A SECOND TIME!! 

They already charged my credit card for a month's service the first time I tried to signup. My credit card shouldn't be charged until the account is successfully setup. Pretty backwards imo. Super frustrating