Customers

[Bettyna_237]

Hello 

I have being charge again 5$ for using 3G phone . But i am using my iPhone 11 since 1 month now that is volt 4G LTE compatible. I block my payment méthod. And all other plan I take to subscribe this 5$ are applied. How to unapplied it?

thank you 

kind regards

[hTideGnow · Accepted solution]

hi @Bettyna_237 

if it has been one month, the system should see you got a new compatible phone.  Please check with PM support agent and they can drop the $5 fees manually for you

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "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            

[slusagm]

ask Public Mobile to update your account to make sure it sees the iPhone 11.  And ask them to reimburse the $5

[will13am]

@Bettyna_237 , there seems to be many customers who have VoLTE capable phones being charged the 3G usage fee.  I suggest you use the chat symbol on the lower right corner of the web page to initiate a support ticket to have the errant charge looked into.