Can’t reach customer servuce

[CHB18]

I’ve been charged twice this month but can get any service. What do I do

[_ToxicFire_]

Send a message to 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

They will get you sorted out.

[Phil_Adelphus]

@CHB18   I can’t seem to get ahold of the “customer service’.

Are you trying to use the chatbot/ticketing system?  It's broken which is why it was suggested to private message customer service directly, here is the link again to do that

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

You'll need to check your inbox, either the envelope top right of the page or tap your avatar to see Messages if no envelope.  

[hTideGnow]

HI @CHB18 

i think Support agent can help to fix that, you submitted a ticket yet?  They usually reply within 2 to 4 hours

[CHB18]

And that’s what started my quest. I can’t seem to get ahold of the “customer service’.

no extra funds in my account either

[Dunkman]

@CHB18 

Then do you see extra funds in your account?  If you do see extra funds, you can keep for next month's payment.  CSA can offer refunds, but it can take 2-3 weeks to process.

If you don't see the extra funds, then you will need to contact customer service agent as described earlier. 

[CHB18]

No, I changed the plan in January but the February payment came out twice

[Dunkman]

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@CHB18 wrote:

My issue is I changed plans Jan 26 but this month was charge bit. Old plan on Feb 26 new plan Feb 28…… why would that matter? If I changed plans. The little customer service Public supplies should not be affected by what plan I have??? I don’t understand 

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@CHB18 

Just to clarify.  Your old plan renewed on Feb 26 and you changed plans immediately to new plan on Feb 28?  You were charted on Feb 26 and on Feb 28?

If you changed plans immediately, you will be charged the full price.  PM does not pro-rate plans if you change immediately or port out to another company.  No refunds or partial credits. 

Most regulars would recommend changing plans at next renewal date. 

[CHB18]

My issue is I changed plans Jan 26 but this month was charge bit. Old plan on Feb 26 new plan Feb 28…… why would that matter? If I changed plans. The little customer service Public supplies should not be affected by what plan I have??? I don’t understand 

[softech]

@CHB18 

You can engage support by direct message them here:

                 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

But did you check if your account status is active?  To avoid browser cache confusing,  please login My account using Incognito mode to confirm account status.  Also, check the Payment History page to confirm if PM charged you yet

If it shows On Hold (Suspended) , then it is a payment issue.  Click "Pay Now and Resume Services" to make a manual payment 

If it shows active,

• first try to reboot the phone
• If that does not work, change the Preferred network type or network mode to 3G only or WCDMA only and see if it works
• Try to click Reset All Networks and see if it helps
• and do you have another phone to test the PM sim ? just to make sure it is not a device problem.  Also, that can force a sim card re-provision and it could resolve the problem
• Also, try the phone in another area if possible, it could be just a local network outage

[hairbag1]

@CHB18 

before contacting Customer Support...did you do a plan change or buy an add-on or anything recently ?