Cannot do outgoing calls

[smajithia]

Hello, I have a $15 and I added on $5 for 500 minutes, but they charged me $10. I would like to get my $5 back 

Also , my money has been coming out and my phone is still not working. I cannot make outgoing calls. Can you please please fix this for me.I need to sort this out as it has been a couple of days. Thank you.

[CountyDownIeUk · Accepted solution]

Your purchase 500 min add on will show some thing like this on first line. 

[CountyDownIeUk]

@smajithia 

If the first line is missing in your My Account ...... your minutes are used up.  In my example I have 86 minutes left. 

[CountyDownIeUk]

Calls. 

Reboot phone

Did you run out of minutes....check main page of My Account

Did you just port a number in?

[CountyDownIeUk]

Did you order 2 $5 500 minutes?

Take a look at your transactions in your My Account

it will show:

your balance before you bought the add on

any top ups

add on purchases

plan cost will show as $10 and $5 = $15 plan cost. 

If you have a balance...just leave it......your next payment will take from balance first then your auto pay set up. 

Show on us your your recent transactions in a screen shot to allow a more concise response. 

Dont show Account number or any other personal stuff though. 

[JL9]

What does your account show for minutes?  Do you see x/500 mins under your data/add ons? 

[softech]

@smajithia   buying Add-on is a 2 steps process

1. Load Fund

2. Actual buying of the add-on

Many people loaded the fund and though the purchase is completed and missed step 2.  Please go back My Account and check if your Available Fund showing $10 and if the 500 mins showing up in My Data & Add-ons section.     If the data is not in that section, then you likely missed the step 2.  Please go back and do the actual buying of the addon

For the $5 refund, PM is prepaid service and usually would not provide refund.  It is probably easier to leave it in Available Fund and it will be used towards next renewal.   If you really want to do a refund, it might take as many as a week or two.  You can open ticket with PM Support and discuss about it.

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there