Cannot change my plan

[Natalita1985]

Hi everyone, Im been having a lot of trouble in changing my plan.

I started using PM about a month ago. I started with a 10 days plan for $30, just to see if I had good coverage in the area I'm working at. It worked perfect for me, so I decided to go with PM but now I want a 90 days plan, so I go into my account and change the plan, but first I have to top my account with $$$ which i did. I supposed everything was ok, but when my 10 days plan ended, PM took just $30 from my account for a 10 days plan again. I tried to reach PM by email, but received a mail that didn't solve anything, just a "try again" and "sorry for the inconvenience"... So I tried again, I topped my account again, and also canceled the auto payment in my account, but now I'm getting this "Sorry! We weren't able to process your request" for 4 days in a row. I am whithout data for 3 days now, I have sent 2 different emails without getting any help.

So Im relying on the community to get any help. Please let me know if any of you have had this problem, and how can I solve this.

Thanks

[mimmo]

Hi @habdelwahed2 only mods can change plans on expired accounts.  You need to contact them with what you want.

How can you get help with your account, activation, or service?

• Please contact the Community Moderator Team to get gelp with you account.
• They are Public Mobile support employees who can help with your issue (More details).
• Click here to send them a private message.

In your message please include:

• PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

• Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

• Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Totonto Time].
• Messages are replied to during business hours and in the order they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

Additional Useful Information:

• Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile

[habdelwahed2]

Hi, my plan is expired 2 days ago. I tried to change it to a new plan. So I topped the account with the amount needed but still it does no accept to change it and requesting to increase my funds to reactivate the old plan.

I already have funds enough for the plan i need. How to change it?

Hesham

[srlawren]

@MistahX I'm glad to hear your sitation was resolved.  🙂  Cheers!

[MistahX]

Thank you for your concern and thanks to Mary_M and Martin as well for your prompt replies and help. All is well now, was able to actually speak with someone who cleared things up for me. I was going to cancel my account but due to all of your support, kind words and respect, I will be giving this company another chance.. once again, thank you and please forgive my tardiness in responding.. life got in the way.. ciao

[srlawren]

@MistahX were you able to connect with @Mary_M for assistance?  Please let us know how this is going when you have a moment.

[Martin]

Hi @Mary_M,

Thank you for attending to our friend's problem.

Cheers.

[Mary_M]

Good morning @MistahX

I am terribly sorry to hear about this inconvenience. I have stepped in for @Shazia_K, but rest assured that I will assist you in rectifying the matter. Can you please send me your phone number via private message?

Thank you !

[Martin]

Hi @MistahX,

I empathize with your concerns; I've had billing problems in the past.

I am now alerting @Shazia_K to your situation. She is a community moderator, and will resolve your problem expeditiously.

Hang in there!

[MistahX]

I'm having issues with the plan change as well. I had $39 in my account and made an attempt to change my plan to an international text which has a cost of $22 a month but was unable to do so. My account has been suspended and it seems the only way to get my service is if I pay $72 to top up my old plan. That plan is of no use to me seeing as how I can't use the 1G of data I paid for even though I was originally told that my phone was compatible with this system. Now when I log in my account is stating $0. What is the problem ? Where is my money ? The other issue is emailing this company, if you do contact someone and need to reply, it always goes to someone different. You can never seem to talk to the same tech or specialist so you're always explaining the same thing over and over again. I'm getting a little tired of writing these essays.

[Kalla_A]

Hello @m3powered,

I apologize for the service.

It seems that your port wasn't completed due to the wrong information being provided. I will send you a private message so that we can fix this  🙂

Cheers,

Kalla

[m3powered]

Plus two time i tried to call you and i get linked in a conversation between a customer and a public mobil agent talking about credit card and payment that dosent work if the agent would have repeated the costumer credit card number i could have scamed him im not very confident about you anymore

[m3powered]

Ello i have enormous trouble trying to contact customer service its been almost one month since i am with your services and i cant receive call and txt msg sounds like the line is busy im begining to be very frustrated about all that i quited my phone service provider to come with you guus and for now i am very disapointed it is impossible to speak to someone when you dial *611 and all the 1800 phone number i found on the internet give me the same phone menu where i only can add stuff or make payment on no way i can speak to someone

[srlawren]

@m3powered, however, there's plenty of us current customers that can answer most questions you might have.  How can we help?

[Luddite]

@m3powered What exactly do you want to know? Community moderators try to deal with current customers not potential customers.

[Rockdaddy22]

@Natalita1985 If you don't mind providing an update when possible, that would be great. Hopefully everything works out, PM has been great to me in the past with these kinds of situations.

[Rockdaddy22]

I've been really impressed by how quick PM has been helping people in the community 🙂

[Kalla_A]

Of course @m3powered!

What would you like to know?

[m3powered]

Hi kalla i need some infos before i switch on pm could you help me please  !? 🙂

[m3powered]

hi thank you for your post. you answered one of my question before i switch to pm. now if i can ask i would like to know if you had your problem resolved what did kalla  answer you did they give you a compensation or something ? 🙂 thank you in advacne for youre answers

[Luddite]

@Natalita1985 I had exaclty the same problem when I moved from a 30 to 90 day plan. Phone service never dropped and account was recitified in a few days.

Be sure to check your credit card for exactly what charges went through.

Hang in there.

[Kalla_A · Accepted solution]

Hello @Natalita1985,

I'm sorry to hear about the troubles you've been having! I will be glad to help you out immediately 🙂

Please reply to my private message.

Thank you!

Kalla