Help with reward activation

[cacique]

I've tried activating this promo by replying YES to the sms, but it wasn't activated: https://www.publicmobile.ca/en/on/holiday

I also tried reaching out to a CS Agent multiple times about this same issue before, but couldn't get it resolved. I am trying to reach out to a CS Agent again, but it seems I can't verify my account. Is there a support number I can call?

Thanks!

[darlicious]

@cacique 

The spoiler below contains info on how to verify your account. The CSA's will also use specific info from your payment details to verify your account. Try your best to gather the enough of the info below to satisfy the CSA's questions.

Spoiler

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

If  you cannot remember your pin # include at least three ( if they apply)of the following:

1.  Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.  

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

 Do not post any of this info in the community only in your private messages when communicating or contacting the CSA/Moderator_Team.

  To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Anonymous · Accepted solution]

 @cacique : If you had an active account before December and you got an SMS from 4911 and you replied to it before the end of December and you can prove that then the CSA's need to add them for you.

If you activated in December then they should have arrived automatically. If not then the CSA's need to add them for you. 

If you have asked them for all of this throughout December and early January and you can prove that you have been trying to contact them by way of seeing all your attempts in your Sent box in your private messaging then all you can do is keep trying. You'll need to prove that you've put in the effort in a timely manner and not just now a whole month after so that you can to get the CSA's to add them.

[computergeek541]

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@cacique wrote:

I've tried activating this promo by replying YES to the sms, but it wasn't activated: https://www.publicmobile.ca/en/on/holiday

I also tried reaching out to a CS Agent multiple times about this same issue before, but couldn't get it resolved. I am trying to reach out to a CS Agent again, but it seems I can't verify my account. Is there a support number I can call?

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There isn't any phone number that you can call.  They are the only ones who can fix this. You'll have to ask the customer support agents again.