I need to talk to an agent

[hmukri]

It's regarding payment and being overcharged for service. Plus it shows my service is on hold even after payment, not what's going on.

[JRod]

@Pearlann 

eSIM’s are one time use so once you put them on a device they cannot be transferred from device to device without re-purchasing one for $5. 

You can try messaging support to see if you can explain the situation and they might be able to help you without repurchasing. But if they can’t you’ll have to download the app on your intended device, go to the subscription and add-on’s tab, and then scroll down and select “Shop SIM Card Now”.

Keep us posted but I’m sure customer service can help you out 🙂

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

[Pearlann]

I bought a plan with an esim and put it on the wrong phone. How do I fix that 

[hmukri]

Yes, they are, I was confused when I logged in. I shouldn't have pressed the pay now button. 

[dust2dust]

Are your services working though? Do you see the extra amount in your balance? If so then just leave it there and it will get used for your next renewal.

[JRod]

@hmukri 

I would message customer service and explain the situation. While PM usually doesn’t offer refunds, in this circumstance they might be able to help and make an exception. It really depends on the agent that you get. Crossing my fingers that they can work something out for you. 

[hmukri]

Thank you both for the links @JRod, thanks for the details, it's a confusing process, I ended up paying what it was asking and so I overpaid when I didn't need to, hopefully CS can fix that for me.

[Handy1]

@hmukri  Here’s how 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[JRod · Accepted solution]

@hmukri 

What you are likely seeing is the renewal process. The card will be charged in order to load funds into the available funds. A little while after the available funds on the account will be used to renew. So it’s normal to see two “charges” (one of the funds loading, then of the funds being used for renewal) on the PM account but if you double check the statements on your payment method you should only see one charge.

Despite it showing that you don’t have an active account, if you use your device do you have any service? You may see weird messages on your account during renewal but as long as your service works and you have an active payment method you should ignore those messages on the account while the renewal is taking place.

If you still wish to talk to Customer Service please click this link below to message customer service:

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