Cancelling autopay (no account access, no SIM card)

[wprager]

Weird situation.  My son recently went to the UK for a new job.  He was on a Public pre-paid plan for which I had set up auto-pay from my credit card (the guy at the PC Mobility Shop set it up for me since I was setting up several at the same time).  I never created an online account for this number and now I no-longer have the SIM card (pretty sure I need to receive a text to verify the account).  I talked to the guy at the Mobility Shop and he said he could not cancel it from his end, and that I should try on here.  Worst case I suppose I can contact MBNA and see if I can cancel it on their end.

[wprager]

I've been a bit busy at work to follow up on this regularly. The CSA replied saying that they would still need to verify this with the "owner of this account".  And verification typically means sending a text message to the number, which is useless without the SIM card.  I have a feeling I will have to call MBNA and might have to cancel *all* automatic withdrawals from Public, because each individual transaction does not include the phone number!  The only way I can tell which one is the one I want to cancel is that the other 4 are grouped together on one day and my son's is separate.  

[Lash7773]

Call 611 and go from there,

[Anonymous]

 @Meow : The thread starter will see a big Accept as solution button above every reply. They can select one. Or often an Oracle will come along after a week or something and mark one.

[hairbag1]

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@Meow wrote:

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Solved! Go to Solution.

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How is 'Solution' marked? Is it that little green check-mark beside a name in Solution post?

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yup

[Meow]

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Solved! Go to Solution.

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How is 'Solution' marked? Is it that little green check-mark beside a name in Solution post?

[AE_Collector]

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@wprager wrote:

  I really miss my days with Virgin where all 4 services were on the same account, paid in one transaction.

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And possibly (no idea) where you may have been locked into a contract and totally unable to cancel if someone left the country?

AE_Collector

[mimmo]

@wprager hopefully you have created selfserve accounts for your other 4 lines.

As @esjliv you could try creating a selfserve account. It asks for the pm tel number , but I can't remember if it tries to send you a confirmation sms. If that's the case that method won't work.  I believe CSA agents are your best option.

[wprager]

I've opened a ticket.  I thought the last payment was on July 26 (2 days before he left) but I just checked my MBNA statement and the 26th is the day when the *other* 4 accounts are topped-up, and my son's (whom I switched from another provider at a different time) just came through a week ago -- IOW I could have saved myself $25 if I acted quickly.  Interestingly the MBNA statement (at least the downloaded csv file) makes zero reference to either the account number or the phone number (just the 855-478-542 number for Public in BC is listed). The only way I could determine which was his was that the other 4 are grouped together on the same date.  I really miss my days with Virgin where all 4 services were on the same account, paid in one transaction.

Anyhow, I still don't know if I'm out of the woods because I could did not have the account number to enter on the form plus one other piece of data (forget which).  Keeping fingers crossed.

[esjliv]

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@wprager wrote:

Weird situation.  My son recently went to the UK for a new job.  He was on a Public pre-paid plan for which I had set up auto-pay from my credit card (the guy at the PC Mobility Shop set it up for me since I was setting up several at the same time).  I never created an online account for this number and now I no-longer have the SIM card (pretty sure I need to receive a text to verify the account).  I talked to the guy at the Mobility Shop and he said he could not cancel it from his end, and that I should try on here.  Worst case I suppose I can contact MBNA and see if I can cancel it on their end.

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@wprager 

Does your son know his Account PIN, that he could tell you?

You can access the account to remove Autopay this way, if you know the PIN.

Call toll free number at 1-855-4PUBLIC.

[Dunkman · Accepted solution]

@wprager 

You will need to contact customer service agent (CSA):

Click on the chat bubble icon on the right lower corner of website to start ticketing process to contact CSA.  Type: I can't login.  Follow the prompts to submit ticket.  

CSA will ask a few questions to verify account ownership and then should be able to help you. Response times can take a few hours.  Check your private message inbox (envelope in upper right corner of website).  

[esjliv]

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@wprager wrote:

Weird situation.  My son recently went to the UK for a new job.  He was on a Public pre-paid plan for which I had set up auto-pay from my credit card (the guy at the PC Mobility Shop set it up for me since I was setting up several at the same time).  I never created an online account for this number and now I no-longer have the SIM card (pretty sure I need to receive a text to verify the account).  I talked to the guy at the Mobility Shop and he said he could not cancel it from his end, and that I should try on here.  Worst case I suppose I can contact MBNA and see if I can cancel it on their end.

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Hello @wprager 

This is how you register for a Self Serve account: https://selfserve.publicmobile.ca/self-registration/

Since the account is set up with Autopay, I presume the status is still active?

If the account was suspended, due to non-pay for over 90 days the account is close and the phone number is lost.

IF the account is ACTIVE or suspended within 90 days, can you try and create a Self Serve account with above link to remove the credit card?

OR, do you have your son's SIM card (EDIT, i see your subject says 'no SIM card'...so if you can't obtain it-disregard this part), you can insert it into a compatible phone and cancel Autopay by calling 611. But only when the SIM card is in Canada.

Last resort contact CSA to remove Autopay so the account can be cancelled by either these 2 methods in this link: https://www.publicmobile.ca/en/on/get-help/articles/contact-a-moderator

Yes, you could also call your credit card company to put a stop payment of some sort on it as well. But I would prefer take above methods first.