Help making complaint to public mobile

[Lulu930]

I need help finding a higher up as cs agent has been the opposite of helpful, when I have told them my entire situation. Can anybody point to how I can find a management/someone who can deal with accounts who is not  a cs agent? 

I was told my account has been closed and my number “irrevocably permanently” closed, when I missed the payment deadline by 5 days. I have been trying to reach public for several days. I can’t get into the account to pay. My number is connected to all of my personal and financial accounts, so I can’t afford to lose this number. 

I called Telus and they told me that they’re able to retrieve the number back after nonpayment as long as the customer pays, there is no such thing as a number being “permanently canceled”, as long as the customer calls and pays, the canceled account is activated again 

i can’t reach anyone at public to help and have been trying for days, been a longtime regular paying customer for years  

[DennyCrane]

What do you mean you missed the deadline by 5 days? You get 90 days of inactivity before you lose your number and the account, which means you had no service for 95 days, not 5. Unless you mean your subscription just ended 5 days ago, in which case the account would still be active and you simply need to make a payment.

The number will never be totally gone, but it goes back to the originating carrier to eventually be put back into the number pool to be assigned out to someone else.

The only way to attempt to get it back (and please don't go into that conversation as if you're entitled to it, because you're not) is to go back to the carrier the number originated with (before you ported it to Public Mobile) and see if they can make an exception to pull it out of the number pool (assuming it hasn't been reassigned) for you. If the number originated with Public Mobile, then that is who you need to work with. Even if they can do it (no guarantee), you'll need a brand new account linked to an new email address, and you'll need to pick a plan that is currently offered to new customers.

[Dunkman]

@Lulu930 

If the number was originally from Public mobile, then getting your account and phone number may be possible. You might need to activate a new account though, but that PM number should still be available. 

Needs an understanding customer service agent. Your case might already be on the technical team's list of things to do.  Due to Black Friday deals, the backlog for service requests (and likely technical team request) is much longer than usual.  

You should respond back to last message stating nicely that if CSA can't help request, you like to be in contact with a supervisor.  

I would not be surprised that the 1st agent already put the request in for technical support, but your issue has not been dealt with yet and still in the service queue. 

I remember a few cases in the past, with similar situation, CSA was able to help out.  

[Lulu930]

I got this number from public mobile, I have used this number for years and paid every month 

the first cs agent told me it’s something in the system which stops them from doing so and she needs to speak to the tech team, but she hasn’t messaged back since, the second agent simply said why did you pay earlier and that nothing can be done even if I keep trying to message 

can you let me know how I escalate and bring it to the attention of someone who may help? 

[Dunkman]

@Lulu930 

Your phone number.  Where did it originate from?  Did you choose it from Public mobile?  Or did you port from another mobile company? If so, which company?

Just to clarify.  Your account was already suspended.  The 90 days suspension would have been November 30.  The CSA is right that if more than 90 days suspension, the PM account is permanently closed and your phone number is sent back to original mobile company that issued the number initially.  

You can ask CSA to escalate this issue to the supervisor/manager.  

[Lulu930]

I am out of the country and that is the only reason I missed payment 😞 I have no service so I cannot dial any number 

[Lulu930]

The last date would be Nov 30, I had set up several reminders to not miss the payment deadline, but around this time I got in the hospital and am still recovering, so I missed the deadline

i told this to cs agent and he said “why didn’t you pay earlier and why is it a life and death situation now?”, and “your account and number is permanently closed and nothing can be done”

telus told me this is not the case, no one can permanently remove a number, the agent just has to click a button to re activate and this is easily done at telus

when i click on the link you sent; I log in and get taken to a blank page - there is not account connected 

that is a good suggestion; however I am out of the country and that is the only reason I haven’t paid, because I have no reception with this service, but a company should not make it feel like the customer is being punished for missing a payment date and then take away their rights to the number, prior to that I’ve  paid every month since with this service

so I can’t call 611 as I get no service

I believe the technical team may be able to help, as the first agent said something about the system stops them from doing this. Is there a way to reach out to tech team? Or if I create a new account and ask them to assign me the number? But the problem is they told me the number is permanently canceled, I think they have to do it manually but how do I reach someone to help? 

[hairbag1]

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@hTideGnow wrote:

 HI @Lulu930 

when was the last date you have PM service without problem?  

if within 90 days,   did you also try to login My Account and make payment to resume service?

you login My Account first and use this link to make payment
https://myaccount.publicmobile.ca/en/account/payment/funds/card

or you can buy PM voucher from Shoppers Drug Mart and then call *611 to load the voucher to resume your service

---

before buying any vouchers...just try dialling 611 first. If you get no response...then your account is deactivated.

[hTideGnow]

 HI @Lulu930 

when was the last date you have PM service without problem?  

if within 90 days,   did you also try to login My Account and make payment to resume service?

you login My Account first and use this link to make payment
https://myaccount.publicmobile.ca/en/account/payment/funds/card

or you can buy PM voucher from Shoppers Drug Mart and then call *611 to load the voucher to resume your service

[Lulu930]

The response I’m getting is “you can keep messaging here you’re going to get the same answer”

how would I reach out to a different agent, or request to escalate if they’re the one reading it? 

[Lulu930]

That’s a good suggestion. When I log into my existing account now, I get an empty page and I am able to only get a new subscription. Would I prompt the payment from my online bank? But would it require an account number?

the thing that concerns me is the cs agent said “my account and number have been irrevocably canceled” I can still log into the account

he even said “you can keep messaging cs agent but you’re going to get the same answer” 

[hairbag1]

@Lulu930 

if your account was deactivated, your number went back to whoever issued you the number originally. If you ported in to PM from ..say...Rogers, your number went back to Rogers. I've heard that your number might be retrieved IF it originated with PM or Telus. You need a sympathetic/knowledgable Customer Support person to assist.

[Lulu930]

I mean, I suggested I can create a new account, but I need that specific number, the cs agent did not respond to this 

is it a lottery to get numbers, do I keep rolling the lottery? The cs agent said my number is “permanently canceled” and there’s nothing they can do, but a phone call with telus told me no number can be permanently taken away for good  

[hTideGnow]

HI @Lulu930 

with such account problem, only agent can help.  Reply the message and ask them to escalate.  We are just customers like you , we can only direct you to the right place, which is to check with CS agent in your case. 

if you need it escalated, ask agent to do so

and there is no specific number to call, all via message

[Lulu930]

but how would I get a specific number? 
I suggested this through direct message and the cs agent said nothing about how I can help get the number back, but instead just blamed me for not paying and said nothing can be done 

[Almyra]

I didn’t even waste my time trying to do the back and fourth with the public mobile agents they don’t help nor try and everything is sorry can’t help or no or we can’t recover it. They the worst company ever no customer service skills whatsoever. 
definitely go to the higher ups force them to actually wrk. We pay for a service why shouldn’t we ask customers be treated abd respected by our service provider 

[Lulu930]

I have sent so many messages through that  private message channel, and even tried the chat feature for new registered accounts. Got a live agent but she said she couldn’t help me.

so far, the response I got from the cs agent was: technical situation, need to ask the technical team, and the second one sent a very personal and patronizing message saying nothing can be done

I will not give up until this is resolved, telus had explained to me this is a simple procedure, and just requires the agent to click on a button so I can access the account again 

is there a way to reach the technical team? 

[eddieO]

@Lulu930 I think your only option is to try and reach a different support agent, try using one of the links already provided by @hTideGnow. 

Did you try making a manual payment to your account to see if it would reactivate it? 

https://myaccount.publicmobile.ca/en/account/payment/funds/card

[hairbag1]

@Lulu930

if your account has been deactivated due to non-pay for 90 days in Suspension. Now you need a new sim to start a new account using a different email address also.

[hTideGnow]

HI @Lulu930 

only way to make complaints is via ticket and direct message.  I saw your problem for couple days, have you tried to contact them?

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 any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

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