Cancel a line

[Fatimasdq]

Hi 

I bought a plan and a new line for my sister while she visited us here for a few months. She has now left but her line is still in service and she is still paying for it. We tried logging in to cancel the line but we are stuck with OTP which requires sending a code to her phone. Since she doesn't have the SIM anymore, she cannot receive the text. We tried receiving it by email, but it's two factor authentication so it still requires a code by text. What can we do?

Thank you 

[Fatimasdq]

I will try that! Thank you

[Fatimasdq]

Okay I see, I will wait for their response and then try again to create an account with her info if needed. 

[Chalupa_Batman]

Actually, I just realized something that just popped into my head. YOU won't be able to cancel her plan. She will have to come to these forums and create a user name and log in and then send a ticket through her account here. No Customer Service Agent will help you. They will tell you what I just said now. Geesh, I need more coffee!!

[Dunkman]

@Fatimasdq 

That is frustrating.  You can wait for CSA response.  

Do you remember her PIN number for Public mobile account?  

If you do, you can call 

1-855-4PUBLIC (782542)

Enter her public mobile number.  Then enter the PIN number.  Press menu 5 to remove autopay.  If you remove autopay, at the next renewal date, your account will be suspended and once suspended over 90 days, your account will be permanently closed. 

https://productioncommunity.publicmobile.ca/t5/Oracle-Archive/611-IVR-Menu-System/m-p/289352#M13733

[Fatimasdq]

We did that and after verifying the code with email it is still sending one by text too. That's why we are stuck unfortunately. 

[Dunkman]

@Fatimasdq 

Most customers can get the 2FA via email also.  

Click on Didn't receive code link.  Then it should give you the option for email 2FA.  

[Fatimasdq]

Perfect I will try that, thank you! 

[Chalupa_Batman]

Hello @Fatimasdq 

You will have to create a ticket by contacting customer service. Here's how.

To submit a ticket with CS Agent using this Chatbot link

https://widget.telus.tiia.ai/publicmobile/publicmobile.html 

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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