Canceling account

[Guzman]

I created a Public Mobile Account last month, one for me and one for my wife, porting over from Koodo. We tried it for a couple of weeks but the lack of WiFi calling had us needing to switch back. We had our number ported back from PM to Koodo. Is there anything else I need to do? I don't want to be charged moving forward.

[computergeek541]

@Hollister 

I missed that the customer ported back to Koodo.  As such, you're right that the Public Mobile account would be closed ans that customer wouldn't be able to access it. It still would be a good idea to have a Public Mobile customer support agent to remove the credit card.

[softech]

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@Guzman wrote:

Its the same when I log into the app and through the web. I am asked to choose a subscription to continue the process. I assume this means I have no active account (hopefully)

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@Guzman  if you already ported back from PM to Koodo, then you are ALL GOOD

The My Account for the line has already been closed and that's why you cannot login My Account.  the screen about choosing a subscription means there is no My Account linked with this email login. 

To confirm the account is closed, call 1.855.4PUBLIC using another phone , dial 1 for English and then enter your 10 digits number.  The system should then tell you that it is unable to find your account, it is another confirmation the account was closed.

Since your account is now closed, PM won't be charging you again.  You just have to keep an eye on your credit card statement just in case

[HALIMACS]

@Guzman 

There is nothing else you need to do.

One porting has successfully completed from one provider to another, the prior providers services and account are permanently terminated.

[BKNS27]

@Guzman 

It sounds like your account in not in PM system but to be sure, private message a CS_Agent to confirm.

I assume you replied to the text with YES confirming you are porting over to Koodo with the PM SIM in your phone. If you did then you ported out successfully.

[Guzman]

Its the same when I log into the app and through the web. I am asked to choose a subscription to continue the process. I assume this means I have no active account (hopefully)

[BKNS27]

@Guzman 

Are you trying login on the PM app?

[Hollister]

@Guzman 

That is what I thought too. You can try logging into your PM account. If you cannot, then it has been closed.

As well it is a CRTC rule to automatically close the account:

“As soon as your current service provider receives the notice of cancellation from your new provider, they will cancel your services immediately.”

[Guzman]

That is what happened when I ported from Koodo to PM and assumed it would be the same the other way around. Just wanted to be sure of it

[Hollister]

@computergeek541 

I thought their account would be closed automatically once they ported their number out of PM. Has this changed?

[computergeek541]

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@Guzman wrote:

When I log in, it wants me to pic a subscription, like as if I am a new customer

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I'm not sure which screen you're seeing, but since only a customer support agent can remove your credit card, yuou might as well open a ticket to get that done.  Once your account has been in suspension for 90 days, the Public Mobile account will automatically close.

[Guzman]

When I log in, it wants me to pic a subscription, like as if I am a new customer

[computergeek541]

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@Guzman wrote:

I created a Public Mobile Account last month, one for me and one for my wife, porting over from Koodo. We tried it for a couple of weeks but the lack of WiFi calling had us needing to switch back. We had our number ported back from PM to Koodo. Is there anything else I need to do? I don't want to be charged moving forward.

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Log into your Self Serve account and turn off automatic payments. This is i "manage subscription" of the payment area. Turn off the "subscribed" toggle.  You'll also want to open a ticket and ask a Public Mobile customer support agen tto remove your credit card.  Tickets are opened using that chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html