So here is my story...
Back in December, I transferred my phone from Koodo to Public. I thought this was pretty straightforward at the time. However, shortly after three charges showed up on my Credit Card from Koodo. They were three Koodo top-up payments (that's how they showed on my CC). I had some other fraudulent activities at the same time on the card and flagged this as being fraudulent activity. I asked the CC to cancel two of the payments (they were charged to my partner's account on our shared CC, which was also a flag for me) but to leave the third because I had actually used the Koodo account that month and assumed all would come out in the wash.
Fast forward to April... I received a notification on April 21 that my payment had been processed and all was good in my account on my renewal date.
Fast forward to today (May 3) and my account is completely shut down, and I can't use my phone to call and ask any questions.
I was not able to access the customer service program and get a service request activated through the PM system. Eventually, I was able to access my son's account and private message for help.
This is what has transpired: When Public Mobile is set up it comes through on your account as Koodo, for some reason. Not knowing this, I canceled the payment to set up my account. It took several months for that cancellation to work its way through the system but in spite of my paying my bill every month until now when that cancellation came through PM automatically cut off my account and service.
I live rurally and am not able to run down to the corner store and purchase a new top up card, as requested by the service agent, so I found the PM recharge.com site where I purchased a gift card, sent the voucher number to the agent (who was helpful, btw) who reinstated my account and reactivated my phone.
This was a very frustrating experience. First, that I wasn't told my transaction would be processed as a Koodo purchase; second, that I was simply cut off by PM when that payment from December was disputed by my CC company, with no communication or forewarning to me; and third, that the help I needed to receive was so difficult to access. (Certainly, Simon the robot help guy didn't know what to do with me, and the 4044 error message I received when I really needed help was very frustrating)
So, for future reference: Public Mobile purchases may come through on your CC as Koodo purchases. Don't cancel them, they likely are legitimate. (although I don't know how you would be able to tell if they weren't)
Also, have a backup phone system (perhaps a good old land line?) to access help if you get suddenly and unexpectedly cut off by PM. You may need it!
Plan a good solid three hours to deal with a complex PM problem. You are going to need it! (along with a good dose of patience)
CarmenSanDiego:)
