Failure to switch my plan to $40/15 GB

[U-090YN4]

Hello. I've been a Public Mobile customer for almost 11 years (G- Band, ZTE N762). When Public was bought by Telus, I bought the Motorola G and signed up for the Legacy plan: $120 for 90 days of unltd province-wide talk, 12GB of
4G data, and unltd text & picture messaging. With the "old" rewards, I paid $99 + tax every 90 days. On April 12, I signed up for the new plan of $40 ("was $60"). per 30 days for unltd Canada-wide talk, unltd text, and 15 GB of 4G data. This switch was to take effect on the next renewal date - April 14. This was confirmed by PM - I took screenshots throughout the process. I also switched from Rewards to Public Points. The latter switch was immediate, not the "up to 4 days" mentioned. On the renewal date, April 14, I was charged the full $120 + tax for the renewal of the old plan (90 days, 12GB). That $120 + tax is the same as the cost of 3 x 30 days of the new 15GB plan for which I'd signed up. I'd appreciate it if this situation was rectified.

[hTideGnow]

HI @U-090YN4 

it's good you have the screenshot, you should be ok

but agina, you sure PM charged you $120?  did you check your credit card

if credit card also confirms that, please submit a ticket with CS agent and provide them your proof, they can switch the plan back for you and provide refund or credit

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

         https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[esjliv]

@U-090YN4 We are not public mobile representatives. We are all customers like you trying to help one another here on the community forum.

The plan is available in My Account. So you can go ahead and schedule a "plan change for next renewal".

Don't choose 'change now', because you will not get any prorating funds in this current cycle back.

As for being credited for the amount you did not expect to pay, submit a ticket with customer support and explain this to them.

­­­Public Mobile Representatives customer support­­­ agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent