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I am incompatible with Public Mobile LOL

daiski
Good Citizen / Bon Citoyen

I had the worst experience and luck with Public Mobile (PM) since I signed up in January.  I posted another topic seeking for help with phone compatibility issue when I first signed up in January 2017.  It was a bad experience to begin with and it left me with a terrible impression of PM. 

 

I lost service yesterday and got locked out of my account without any notification or prior warning.  Here's what it says what I tried to log in: "Sorry, you've been locked out. Please contact Public Mobile for help".  I have a 3-month plan until April 23 and auto payment set up so I contacted the Mod, and I am that there was an issue with my payment.  I was advised to contact my bank to find out what the issue was. Back a forth a few times and my bank could only informed me that full payment was successfully made to PM without any suspicious issue. 


Mod now has to email the payment department so my service will be suspended for another 48 to 72 business hours, which I find absurd.  By the way, I have no beef against the Mod but I feel that this customer service of this nature and the inability to resolve my situation is hard to believe. 

 

If there’s an issue with my payment, shouldn’t PM send me notification and not suspend my service and lock me out of my account without prior warning?  I have not received any prior notification and PM just locked me out because of payment issue.  I know for a fact that I paid for 3-month plan and PM needs to provide the service I’m eligible for.  I have used multiple telecom carriers in the past and I can only say I am having the worst experience with PM.  I have never experienced anything like this in the past.  The two experiences have brought me extreme inconvenience and they have been costly. 

17 REPLIES 17

Mary_M
Retraité / Retired
Retraité / Retired

The account was locked due to specific reasons mentioned @daiski The only way to have the account unlocked, at the moment, is by making the payment as suggested - as mods, this is out of our control and we are unable to unlock it. 

Mary

** Please do not post private info such as: phone number, account number, pin etc.. This is a public forum. **

daiski
Good Citizen / Bon Citoyen

@Mary_M PM payment department needs to act on this and not leave me hanging with no service for 5 days already.  Suspension of my service is unjustified.  Like our private correspondence, I'm willing to do anything to 're-activate' my account including making up any missed payment but, in this situation, the service is already paid for in full.  The rationale  to pay PM more money to re-activate my account is therefore illogical and I hope you will understand my persepctive.    

Mary_M
Retraité / Retired
Retraité / Retired

@TheOldVR We're working together, but it's a rather complicated situation!

Mary

** Please do not post private info such as: phone number, account number, pin etc.. This is a public forum. **

TheOldVR
Deputy Mayor / Adjoint au Maire

@daiski Are you working with a MOD now?

daiski
Good Citizen / Bon Citoyen

@TheOldVR Nope. It's now 5 days without service.  

TheOldVR
Deputy Mayor / Adjoint au Maire

 

@daiski... just checking in, were your compatibility issues worked out? Smiley Very Happy

daiski
Good Citizen / Bon Citoyen

@TheOldVR no worries, I wasn't saying you were.  Throughout the correspondence, I feel that Mod's hands are tied too, which is quite unfortuante.  Two thumbs down for PM customer service protocol.  

daiski
Good Citizen / Bon Citoyen

@SD08 I feel that I may be in similar situation.  When I first contacted the Mod, she gave me  information that made no sense to me and caused lots of confusion.   I still cannot quite fathom why I owe them money when my payment went through 3 months ago.  

TheOldVR
Deputy Mayor / Adjoint au Maire

 

@daiski...sorry mate, I didn't mean to imply that you were speaking poorly of the MODs... I was just throwing a bit of 💕 their way as they are our path to getting things figured out.

 

Three days is unacceptable... I really hope they fix this for you. I could not manage three days with no service.

daiski
Good Citizen / Bon Citoyen

@TheOldVR like I said in the original post I have no beef with the Mod.  Say for a fact that PM did not receive my payment, shouldn't they at least send me some notficiations so that I can figure out the situation instead of suspending my account all of a suddent without any prior warning?  Anyway, I've been suspended for over 3 days now there's still no solution to the situation.  Usually I have very high tolerance of bs but what PM doing is absolutely upsetting.  

TheOldVR
Deputy Mayor / Adjoint au Maire

 

Wow dude... hope your luck turns for the better with PM Smiley Indifferent.

 

@MarieHelene_L... just a question, would the fix that you are doing for @daiski be permanent? Hopefully he won't have to deal with this each renewal...

 

I hope you have found what I have which is that many of these unique bugs have nothing to do with the MODs... but that they really do try to figure things out with the tools that they have.

SD08
Retired Oracle / Oracle Retraité

@daiski wrote:

@SD08 it may bring consolation if I know what he went through lol


@daiski

Hmm ok...If I recall correctly, his phone number on his active account was accidentally given out to another person, with all the trouble that that entails (service stoppage, account deactivation, loss of rewards and funds, etc.). It has been quite the long-running trial for him and I think, to this day, his account is still not quite 100% restored with respect to funds or other.  Robot Frustrated

daiski
Good Citizen / Bon Citoyen

@SD08 it may bring consolation if I know what he went through lol

MarieHelene_L
Town Hero / Héro de la Ville

Hey @daiski,

 

We're sorry about the inconveniences this is causing you Smiley Sad

 

Since this is a very particular issue that we have explained to you in private, there is no way around that procedure unfortunately... As mods this is out of our control Smiley Indifferent

 

Rest assured that I want this to get fixed as quickly as possible just as much as you do Smiley Happy

 

Thanks, 

 

Marie



*Please do not post private info such as: phone number, account number, PIN etc... This is a public forum!*

Acekiller
Deputy Mayor / Adjoint au Maire
Sorry to hear what happened. Hopefully things will go smoothly after the initial hiccups!

Did you send a private message to mod if payment went though from your end then mod will fix that issue problem is that somehow payment was not showing up at payment dept and if it's get over 90 Days then accounts get suspended so some how it'd a mistake all u can do now wait n watch what model have to offer would they are able to resolve the issue I know it's not frustrated for u since u have no service now let's hope for the best
** I am not a Mod, please do not include any private info in a private message to me.**

SD08
Retired Oracle / Oracle Retraité

Oh my...the law of averages has not been good to you. Robot Embarassed

I know it's not much consolation, but I think a certain long-time member has you beat in that department. (Not sure I want to rub salt in the wound by mentioning his name here, lol.)

 

Hang in there.  Robot Sad

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