Changed plan but received a different one

[FrankA]

On November 11 I received a text from Public Mobile offering me an upgrade to 60gb Canada-us-Mexico plan with 500 international minutes for 34$ which is what I had been paying for 50gb Canada and USA only.  I replied yes as it had more data and included Mexico as well. My plan just changed a couple days ago and I tried calling the USA today and it gave me a recording. I logged in and it said I was on a Canada only 60 gb plan with international minutes. I tried changing it but it says I have to pay again or I can wait till January for it to change. Right now I c ant call the usa which I could do before. What can I do

[Ck_PM]

Hi @FrankA  thank you for bringing this to our attention. We've identified what went wrong and will address it promptly!

[FrankA]

Thanks, my wife got it as well. Unfortunately we were too late to correct the problem. I can change it starting in January but if I want to change it right away it says I have to pay again. I submitted a ticket but haven’t heard anything. Unfortunately I have to call the USA a lot so I just get a message saying I don’t have any minutes left. This isn’t wanting to make me recommend Public mobile anymore.

[Amped]

I also got that message and was assigned the wrong plan.  I saw it on my account before it took effect, so I just cancelled it...

[FrankA]

Did anyone else get this message on November 11. We ended up with a 60 gb Canada only plan with 200 international minutes. No USA or Mexico.

[FrankA]

I just checked my wife’s account and she got the same message and signed up as well. This is what the message said. 

Public Mobile here. Don't miss out on this limited time offer on a 5G Canada-US-Mexico plan.

Reply YES to upgrade your plan to a 5G 60GB Canada-US-Mexico plan with 500 international long distance minutes for only $34/month.

Hurry, offer ends November 22, 2025.

This offer will be added to your account and will take effect on your next renewal date.

Conditions apply. Reply STOP or visit publicmobile.ca/sl/jYy1HkUjZR if you no longer wish to hear about Public Mobile offers.

[umnikke8]

Someone else posted a very similar question recently. Might have been a mess up in the promotion.

[hTideGnow]

hi @FrankA 

it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage