How do I get a refund for an add-on that didi not work?

[FLoscher]

I purchased a US Roaming Add-On for $15 but it did not work.  Since I am now back in Canada, I would like a refund.

[pruby]

Yes I did and I could not get a ring tone to either make or accept calls. Purchased this twice!

[pkaraa]

Was it a renewal of a previous add-on?

The add-on purchased should be atleast 24 hours after the first one expired. 

Ask Support agents to look into it as advised.

[Meow]

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@FLoscher wrote:

I purchased a US Roaming Add-On for $15 but it did not work.  Since I am now back in Canada, I would like a refund.

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I doubt you can get any refund... How are you going to prove US add-on did not work?

US Roaming starts as soon as you purchase it. You should inquire here in forum as soon as you figured out it does not work and forum guys or CSA might be able to assist you.

You can contact CSA but do not hold your breath for any refund 😞

[hairbag1]

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@FLoscher wrote:

I purchased a US Roaming Add-On for $15 but it did not work.  Since I am now back in Canada, I would like a refund.

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Looks like you're fairly new with Public Mobile. Getting any of the 10 Day US Roaming add-ons can be a bit...confusing. Next time you decide to get it...come here and we can guide you through the process. Process is to add $$ to Available Funds...then go to Purchase Add-ons and select your add-on. Restart phone. You might have to manually select either of AT&T or t-Mobile...whichever works best. **edit...the US Roaming add-on only work when you're in USA.

While waiting for a response from CSA...just check your Available Funds to see if that $15 is actually still in your account.

[softech · Accepted solution]

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@FLoscher wrote:

I purchased a US Roaming Add-On for $15 but it did not work.  Since I am now back in Canada, I would like a refund.

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@FLoscher  PM is a prepaid service provider.  Usually add-on is non-refundable.  However, PM Support are using very understanding and they might be able to put the amount back as a credit on your account.  You can check with them by opening ticket this way:

Spoiler

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

For the US roaming, it's late now but in case you need it next time...

Did you try to connect to both T-Mobile and AT&T and see if you could connect to either?  Was that a talk and text roaming or data roaming?  Did you enable Allow Roaming on your phone?

[dabr]

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@FLoscher wrote:

I purchased a US Roaming Add-On for $15 but it did not work.  Since I am now back in Canada, I would like a refund.

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@FLoscher   Only customer support will be able to apply any account credit for an add-on that didn't work or was erroneously purchased. 

Click the chatbot bubble bottom right of screen to submit a ticket to customer support or via the envelope icon top right to send a private message to CS_Agent.

[Anonymous]

@FLoscher 

sign in to Self-Serve, to review your account, if you found at Available Funds: $$ has the amount left,
leave it for next bill cycle the will take it from there automatically,

or you need to Contact Customer Support Agent by CS_Agent ,and Explain your issue to 
them can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

• 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 Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
  
• phone number,
• account 4 digit pin,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...