I have been locked out of my account for 2 weeks

[Breann2]

Im locked out of my account.  Originally an agent told me to get a card to put money on my account.  What cards??? Says they don’t sell them online anymore.  So I buy a new sim?? I can’t seem to get any agent to respond.  I just want to use my phone.  Someone please help.  How is there human around who can help.  I’m trying to pay… 

[CSA_PM]

Thanks for escalating! The client is already in contact with an agent.

[slusagm]

@Breann2 

did you call Scotia for a chargeback on a PM charge? if you did, that is why your account is locked.  In this case, your voucher can only be loaded with the help of PM staff

as said, the support centre is now closed, you can keep typing but they won't reply until tomorrow.  Instead of typing to us, your fellow customers, just message PM staff (CS_agent) using Community messaging as they are the only one that can help

[Breann2]

My mom, who is 80, forgot that my phone is with public mobile.  So the card was stopped and then she phoned Visa back and told them it was her mistake:  Visa said they reversed it all and gave me a file number to give the agent when I call.  Except you can’t call anyone.  So I tried explaining it to an agent and they said I can get a voucher and pay but I can’t figure out where I Wouk put the voucher to pay.  It was all a huge misunderstanding that was worked out as soon as it happened.  Normally I would call an agent and talk to them explain it and pay the balance and move on.  But you can’t on here. 

[hairbag1]

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@Breann2 wrote:

I don’t understand why there is not a single human that you can call to explain the problem.  Or that could call me and fix the problem.  It’s so long between people.  They never solved it the last time they messaged me.  I need to know where I enter the paid voucher .  

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Until the fraud flag has been cleared...there's nothing for you to do...it's the Customer Support who can clear it. 

[Breann2]

I can’t log in to my account.  It’s locked for fraud that never happened 

[slusagm]

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@Breann2 wrote:

  I need to know where I enter the paid voucher .  

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@Breann2 

 if you can login My Account, use this link to access the load voucher page:
https://myaccount.publicmobile.ca/en/account/payment/payvoucher

[Breann2]

I don’t understand why there is not a single human that you can call to explain the problem.  Or that could call me and fix the problem.  It’s so long between people.  They never solved it the last time they messaged me.  I need to know where I enter the paid voucher .  

[slusagm]

@Breann2 

reply the last message CS Agent sent you and give them your sim card number and they will help

PM support closed at 10pm ET, so, they will reply you tomorrow morning

[hairbag1]

@Breann2 

Fraud detected huh...that explains why the account is locked. Only Customer Support can help now.

Did you do a stop payment or charge-back recently ? 

[Breann2]

 

[Breann2]

611 says they are unable to process my request and go to the website.  

[hairbag1]

@Breann2 

save your strength...constant email and messaging will only delay any response. I think @softech has escalated your concern so now it's just wait. Watch the little envelop icon on top right side of page will be high;ighted when they respond. 

The card that they're referring to could be your valid credit / debit card. Has your expired recently maybe ? You can also get payment vouchers at Shell gas or London Drugs...then dial 611 to add them to the account and RESUME your service.

[Breann2]

Yeah no one has replied to any of the messages.  I just want to pay the bill so I can use my phone.  It’s not that hard.  They said there was fraud done and that’s why it’s locked.  There was no fraud done.  I even have a file number from scotia visa proving there was no fraud.  They told me to call the phone company but I can’t.  You can’t get ahold of a human.  Ugh.  If they could just unlock my account I can pay the bill and move on.  Or I can get a voucher … but I still need some way to pay it. They said I could pay with a voucher but didn’t give me any way to pay it.

[Breann2]

Originally a week ago someone helped me and told me to buy cards and put on my account.  But I can’t figure out how to do that when 611 doesn’t work.  So I messaged them over and over and still nothing. 

[softech]

@Breann2 I have escalated your issue in behalf. someone from support will reach you out later tonight but likely tomorrow morning 

Please monitor your community inbox here

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

add: *611 can help to check if your account is active and you can load finds to resume service if you know your account pin

[Breann2]

What happens when you dial 611???  Nothing happens.  I can’t do anything. 

[Breann2]

I tried 611 and it doesn’t work.

[Chalupa_Batman]

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@Breann2 wrote:

Hey thanks for the help, but I tried that and no one has contacted me back.

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How long ago did you try? Did you check your inbox? It's the second link on my first post.

According to @CSA_PM in your other thread, they said you were being assisted. 

https://productioncommunity.publicmobile.ca/t5/Get-Support/Im-locked-out-of-my-account-How-do-I-get-...

If nobody has gotten back to you yet, perhaps an Oracle here can escalate it on your behalf if it's been a week with no contact.

[Breann2]

Hey thanks for the help, but I tried that and no one has contacted me back.

[Chalupa_Batman]

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@Breann2 wrote:

Im locked out of my account.  Originally an agent told me to get a card to put money on my account.  What cards??? Says they don’t sell them online anymore.  So I buy a new sim?? I can’t seem to get any agent to respond.  I just want to use my phone.  Someone please help.  How is there human around who can help.  I’m trying to pay… 

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Hey @Breann2 

To get access to your account, reach out to a CS Agent.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

If your account has been inactive for only two week, don't worry. One sure fire way to get it back up again is to go to Shoppers Drug Mart and pick up what's called a Public Mobile Voucher. It may take an hour or so for the voucher to register but once it is, you can dial 611 from your phone and up load the voucher.  Then follow the steps and your phone should be back up and running.