CS Agent does not respond

[April____]

I needed help activating my service, and I submitted a ticket to the CS Agent. The agent Alex asked me to provide details of my subscribed service, but he was being vague by not specifying what detail he wanted me to provide. I replied asking him to specify what he meant by details, and he disappeared for hours. I feel disrespected and start to worry that Public Mobile is a fraud company. I paid for the service but I cannot use it and no one seems to be willing to help. How can I either get the help I need or sue the company?

[Chalupa_Batman]

Hey @April____ 

This seems to be a constant problem with Public Mobile and you'd figure after all these years of having the same issues over and over and over again, they'd find a way to fix it. Sadly you'll just have to either hold tight until they message you back or message them and ask for a refund and find another service provider. 

[April____]

yes, looks like I can’t activate the SIM card without talking to an agent 

[Chalupa_Batman]

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@April____ wrote:

Cause when I asked what did he mean by details, he repeated "please provide details" in his reply without answering my question. I feel like the agent did not want to answer my question, and it felt dismissive when he kept repeating the same vague request without actually moving forward to help me solve the problem. 

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Ya. Some agents have very poor training and poor communication skills there. Here's something that may help.

Your first and last name
Public Mobile Phone Number
Last payment amount and the date
Account number
Last four digits of the registered credit card on the account
Email address
Address and postal code on the account

These are the standard questions they ask. Just PLEASE PLEASE PLEASE remember, don't post anything personal or any of that info in this forum as they are not private. Those messages with CS Agents are private. You wouldn't BELIEVE how many people put their personal info here.

Hope this helps.

[hTideGnow]

HI @April____ 

actually, what was the activation issue? maybe you can share here and we can try to help

and yes, it is good to reply back tomorrow and hope another agent picks up and issue and will get that resolved

[April____]

Cause when I asked what did he mean by details, he repeated "please provide details" in his reply without answering my question. I feel like the agent did not want to answer my question, and it felt dismissive when he kept repeating the same vague request without actually moving forward to help me solve the problem. 

[TheSterlinger]

@April____  hi sorry that you feel that way. 

I know that on the few occasions I needed to contact cs agents, it took up to 2 hours in between each replies.

And you checked your inbox? 

For you account not activating, did you use esim or physical? You made sure that you enabled or turned on this line on aim manager? Reboot? Reset networks?

[hTideGnow]

hi @April____ 

no fraud, but I have to say sometimes PM agent might not reply as fast as we want

Support centre is pretty much close now.  Please reply the message again tomorrow morning and there is a bigger chance they will reply back within another hour 

[Chalupa_Batman]

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@April____ wrote:

I needed help activating my service, and I submitted a ticket to the CS Agent. The agent Alex asked me to provide details of my subscribed service, but he was being vague by not specifying what detail he wanted me to provide. I replied asking him to specify what he meant by details, and he disappeared for hours. I feel disrespected and start to worry that Public Mobile is a fraud company. I paid for the service but I cannot use it and no one seems to be willing to help. How can I either get the help I need or sue the company?

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Naaa...  that's how Public Mobile operates. Alex probably went home. It's 10pm my time and they are closed in a few minutes. I'm sure they'll reach out tomorrow. And if they don't reach out by noon your time, then feel free to put in another ticket to follow up. You also have to realize that PM is a self serve service and to get help you have to wait hours and hours and go back and forth with these cs agents. This is how it goes.

[Handy1]

@April____  You most likely get reply by morning as it’s now after hours , but if they not willing or able to help and you can’t activate you can ask for refund , if the deny it you can ask you bank to do a charge back as last resort