Getting mad

[dgrimm]

I bought 2, 40 and 2, 10 dollar cards today to top up my account and both times the pins won’t work no one will refund them and no one will give me a new card with a pin that works I’m beyond mad at this moment and I need my phone for work tomorrow 

[darlicious]

@dgrimm 

As below...you have tried too many times to try and load your vouchers. I have yet to hear back from pm management how many voucher attempts will create a 24 hour fraud lock. It could be as few as 5 or 6 in a short period of time.

Submit a ticket to get a reply first thing in morning so if you have triggered the fraud lock it can be lifted then. If your renewal is tonight also include the 12 digit PIN #'s of the minimum amount you need to pay for your renewal and the CSA can check their validity and add them to your account to pay for your renewal. You could also submit a pic of the vouchers to customer support as well.

Wait out an hour and try to load a larger voucher amount first. If they are not accepted you will have to wait until morning. Check the voucher catalogue to see if info on the retailer you purchased them from is contained in there from another member sharing their experiences.

It's easiest to add vouchers via 611. Once connected press (1) then (1) again and enter the 12 digit PIN #. If added successfully you will get a verbal confirmation followed by a text from 611 confirming you have made a successful payment. You only get two attempts at making a payment (successful or not) either thru 611 or your self serve account total combined. You the have to wait one full hour before trying again.

Some vouchers take up to 24 hours to become valid and loadable onto your account.

Vouchers are available at many small cellular businesses and larger retailers. The following list of retailers all offer pm vouchers that are immediately valid upon purchase.

1. London Drugs
2. Shell Stations
3. 7/11
4. SDM
5. TMS
6. RCSS
7. Wal-Mart
8. Circle K
9. Petrocan

RTP (real time payments) are available at Canadian Tire gas bars and Mobil stations for for a $1 fee and are loaded by giving the clerk your 10 digit phone number.

Online payments can be made at recharge.com and ding.com for about an 8% to 26% surcharge.

More member contributed info and real examples of vouchers can be found here:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Voucher-Catalogue/m-p/479165#M343905

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[softech]

@dgrimm  where you got it from?  you should make the complain directly to where you got it.   While PM does have responsibility,  you should check with the retailer first as it could be their system.  Like you buy a gift card from Shoppers Drug Mark, let say Apple giftcard, if it does not work, you should check with SDM first.  Most the time, it would be the cashier failed to complete the steps to activate the GC properly and not a direct fault of Apple.  i

But saying that, you can also open ticket with PM Support and see if they can help.  Have you open a ticket with PM yet?

[JL9]

Where did you get them from? There are a handful of places that are instantaneous while others take hours (even up to a day as stated)

[JK8]

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@dgrimm wrote:

I have tried over the phone and online. 

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If you cannot wait and need your phone asap….contact an agent to see if they can add them.

[dgrimm]

I have tried over the phone and online. 

[esjliv]

@dgrimm have you tried adding them by either through your self serve account, or by calling 611 to add them?

Also, ensure there is not another set of 12 digits on there that may work either through 611 or self serve. 

If issues persist, submit a ticket to CSA for assistance to ask them to add them for you.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

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

[JK8 · Accepted solution]

@dgrimm 

Some vouchers take up to 24 hours to activate. Try adding them by dialing 611. Try other sets of numbers if there are on there just in case.

Contact a CS Agent  if still problems.

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
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