How do I cancel my PM service

[oildrips]

I need to know the proper steps in cancelling my PM service and getting my money back please. If its truly self service, where is my option to cancel?  If you don't give me the option to cancel on my own, you need to respond to me in a reasonable amount of time. 24 hrs is not reasonable, as my issues are now on day 3. 

This needs to be resolved today.

[oildrips]

None of these conditions were met by me, or by many others whose numbers were ported without completing their transaction to sign up with PM.  There is no record of consent. If there is, I put it to Public Mobile to provide it to me.  Show me where I agreed to the service, and provided payment and my account number was provided to me for service.  Show me a call log from my number or data usage.

• written order confirmation;

• oral order confirmation verified through an independent third party;

• electronic order confirmation by the use of a toll-free number;

• electronic order confirmation via the Internet;

• oral order confirmation where an audio recording of the consent is retained by the new service provider; or

• order confirmation obtained through other methods, as long as an objective documented record of customer consent is created by the customer or by an independent third party.

[carmennic]

@ute1978 I'll ask you the same question. If you are shopping and change your mind before actually putting your credit card through do you walk out with the product? seriously!

[ute1978]

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@oildrips wrote:

• order confirmation obtained through other methods, as long as an objective documented record of customer consent is created by the customer or by an independent third party.

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Registering at Public Mobile and initiating the port = consent.

[carmennic]

@rockdaddy if you go into a store and change your mind before actually paying for your purchase do they push you out the door with the product? seriously if someone doesn't complete activation by entering credit card infor to pay for the service why would they "take" the phone number?

[oildrips]

Tell me again how porting someone's number without their consent isn't a vioation of the Broadcasting and Telecom Regulatory Policy CRTC 2011-191 

Confirmation of authority to act

30.  When a new service provider acts on a customer’s behalf to cancel services, the new service provider must be able to provide proof that the customer has authorized the transfer of service to ensure accuracy of information and to prevent unauthorized transfers. The Commission notes that, while order confirmation procedures have been established in telecommunications for coordinated transfers, no formal procedures have been established in broadcasting.

31.  In Telecom Decision 2005-15, the Commission set out the acceptable methods for Canadian carriers to obtain express customer consent for the disclosure of confidential customer information. The telecommunications industry has since adopted these methods for customer order confirmation, which have been set out in Section C of Schedule H (Customer Transfer Procedures) of the Master Agreement for Local Interconnection.[5] The Commission considers that these procedures are appropriate to govern all customer transfers by third parties. It therefore requires that customer confirmation be obtained through one of the following methods:

• written order confirmation;

• oral order confirmation verified through an independent third party;

• electronic order confirmation by the use of a toll-free number;

• electronic order confirmation via the Internet;

• oral order confirmation where an audio recording of the consent is retained by the new service provider; or

• order confirmation obtained through other methods, as long as an objective documented record of customer consent is created by the customer or by an independent third party.

[Rockdaddy22]

I'm just curious if it's a human pushing these through or a computer. If it's a human, I guess they assumed you encountered an error of some kind and weren't able to complete the process. So they decided to push the port through. On the other hand, it could be a computer glitch or something.

[oildrips]

Bollocks.

Talk to any normal provider. Unless you complete the transaction/consent to the service, what Public Mobile did is illegal.  They took a number that didn't belong to them.  If what you are saying is true, why was my number not ported into my own name? Why was it ported to 'John Henry', a known fake/phantom name?  No transaction was completed. 

[ute1978]

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@oildrips wrote:

 considering the 'accidental' issue of cancelling my existing contract with another provider without my permission.  And this is a communications company?

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You gave your permission to cancel the old provider as soon as you initiated a port of a number from the other provider. Your account at the old provider automatically gets cancelled as the phone number cannot exist twice. That's how it is supposed to be and will be normal procedure at every provider.

[carmennic]

@Rockdaddy22 I sent many PM's to MOD's had I waited for a response via PM from them I still wouldn't have service. Fortunately I finally got an email and my issue is resolved but I am still frustrated with the response time. 

[oildrips]

We shared the same hope.  All it would have taken was some acknowledgement from the people that are actually IN a position to make this situation right. A simple message stating that they understand the issue. I don't think that's too much to ask, considering the 'accidental' issue of cancelling my existing contract with another provider without my permission.  And this is a communications company?

[Rockdaddy22]

I was hoping we'd get it solved in the morning. If I remember correctly I thought it was a normal porting issue, I had never encountered this issue. It turned out it was this new issue that came out of nowhere around the 6th.

[oildrips]

Rockdaddy, I don't think there is anything you can tell me. If I recall, you were the one that said we'd have the porting issues resolved yesterday morning. You were the one that asked the mods to help me, as I'm sure you understood the gravity of the situation.  I applaud you for this, and am thankful for your efforts.  That being said, they ended up throwing you under the bus by not backing you up when you were trying to help defuse the sitution.  Not one has made a comment on what should have been/could have been an easily rectifiable situation where my number was already ported to a phantom account with with PM.  So, what can you tell me that I should believe?

[Rockdaddy22]

It was accidental. You think they want to piss off new customers, they're swamped and doing their best at the moment.

[Rockdaddy22]

So what do you want me to tell you? I'm sure they'll refund you, you'll just have to wait or file a chargeback, up to you.

[oildrips]

'Accidental ports' doesn't remove accountability from Public Mobile violating privacy laws.

[Rockdaddy22]

@carmennic they do read and reply. Maybe just not quick enough for most.

http://productioncommunity.publicmobile.ca/t5/Announcements/Update-on-support/m-p/114863#U114863

[Rockdaddy22]

No ones forcing anyone to stay

You guys think your the first ones to talk like this. It's been going on for a month. Things were just starting to look better, and then the weird accidental ports or whatever started happening around the 6th.

[Rockdaddy22]

Of course it was ill equipped, I think they've admitted many times. They're just doing their best now.

http://productioncommunity.publicmobile.ca/t5/Announcements/Update-on-support/m-p/114863#U114863

[oildrips]

My complaint as already been filed with CRTC and I'm currently in contact with Telus about this scenario.  This is unacceptable behavior for Telus/Public Mobile. 

[carmennic]

@Rockdaddy22 not nessesarily "get" your own refund but at least have an option to request a refund. With any other ocmpany you have window of time where you can actually change your mind. There is no way to actually get in touch with anyone with PM and they don't reply to private messages or even read them. I believe there will be a lot of complaints filed with the CRTC. I'm questioning the cost of "service" compared to the actual level of service I recieved with my previous provider. I'm not unhappy with the coverage with Public Mobile just their lack of ability to get back to people in a timely manor. 

[stonechucker]

@oildrips, the way you cancel your service is to port your number out.  That is the self-service option all carriers give you.

Unfortunately, there is no refund here, as the terms of service state such.

File your complaint with the CCTS / CRTC, and see what happens.

I get you're frustrated, and disappointed, and frankly, I think I'd be in the same boat.  But I know service will be back to sub 48 hour when this backlog has been resolved, as I saw said service before the promo period started.

BC and Alberta Fido offered a similar package for 4 days at the end weekend of this promo, and they were not ready for influx of customers looking to switch, whether it be in store, online, or by phone.  This is hardly a one off problem in the industry.

[oildrips]

Yes.  This is a self service model, so I should be able to cancel my own service.  Right now I rely on someone to acutally talk to me, which the lack of staff has already been identified as an issue.  If its true self service, take the human aspect out of this process wherever possible.

[oildrips]

Promo or no promo, if the company is ill-equipped to deal with the influx of business it generated, it needs to train/empower more people to resolve this. With the number of employable people out of work, it really isn't good enough to say 'we are just overwhelmed' and not do anything about it.  The problem isn't going to go away.

Acknwledging the problem and offering no visability into how PM is working to resolve it just makes people angry.  A simple message would have/could have earned my patience, and the patience of others dealing with issues. 

Companies aren't judged on what they do right.  They are judged on what they do wrong, and how they make those wrongdoings right.  Public Mobile hasn't offered anything back. 

[Rockdaddy22]

Do you think you should be able to get your own refund?

[Rockdaddy22]

Because before the promo it was 48hours. It's a different story now unfortunately.

http://productioncommunity.publicmobile.ca/t5/Announcements/Update-on-support/m-p/114863#U114863

[carmennic]

@Rockdaddy22 emails and PMs unfortuanately don't get you very far, My first email was sent on Nov 19 and I finally got a response on December 6. I have PM'd almost all of the MOD's with none of my messages being read. I don't understand why they say they have a 48 hour window in which to repsond if they can't respond in that timeframe. My phone fortunately is working but there are many out there that are not. The "service" which Public Mobile provides is terrible even for a self serve company. A true self service company would have a full self serve platform where you can actually resolve your issues. 

[oildrips]

My credit card already exists in the PM world, as the choice of going without a phone for 12 days or sigining up with a new number with the expectation of getting my old number back isn't really a choice at all.  I had to provide my cc number.

[Luddite]

If you have access to your account be sure to delete any credit card.

[oildrips]

I've done what I can to remain positive about Public Mobile despite the issues that have been thrown at me. 

I will be contacting the CRTC complaint line regarding my issues with Public Mobile and would encourage anyone else that has experienced the same type of failures to do so as well.  It's unacceptable for a service company to operate in this way, and consumers have rights.  

PM took my number without authorization.  That is a violation of the privacy act.  If I'm not important enough to have someone reach out and let me know what is going on, then we can let the CRTC and the Commissioner's office deal with it. 

http://www.crtc.gc.ca/eng/info_sht/t12.htm

[Rockdaddy22]

He has a complicated issue unfortunately 😞 Wish I could help