I opened a service ticket on June 3rd. 5 agents so far, no resolution. All I need...

[WhyIsThis]

...is to be able to update a credit card expiry and security code. Nearly two months and 5+ agents later, it gives the exact same error. The agents keep asking me the exact same questions I've already answered! Has anyone else had an insane experience like this?

[slusagm]

PM has senior support staff for escalation 

If technical issues, they will escalate to Telus team and they might even call you 

what exactly is the issue?

But if it is payment, unable to pay, it is a common system glitch and cannot do much other than wait and try later or pay by voucher 

[WhyIsThis]

Wondering if anyone has ever had a request for escalation actually move forward? I have a ticket open for nearly 3.5 months, zero action on Public Mobile's side, instead agents are repeatedly asking me inane questions that I've already answered and confirmed again and again. Eg. asking me to check if my postal code is capitalized?? What kind of nonsense is that when the system automatically formats the postal code and I've already confirmed multiple times?

I've requested escalation multiples times as per the Public Mobile website, but have had zero response from a supervisory or manager level.

Can anyone confirm if supervisor or manager positions actually exist??

[WhyIsThis]

It is a regular, major bank credit card. No other vendor has had any issues whatsoever processing the update to the expiry date and cvv. I have tried all of the suggestions in forums, resetting cache, multiple browsers in private/incognito, etc. and have told Agents that I have done so, yet each new agent asks me to repeat something that I have already tried. The issue is 100% confirmed on Public Mobile's end and persists to date. They have now blocked my mobile service for "not paying" which only adds to the most ridiculously negative customer service experience I have ever had.

[Chalupa_Batman]

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@WhyIsThis wrote:

...is to be able to update a credit card expiry and security code. Nearly two months and 5+ agents later, it gives the exact same error. The agents keep asking me the exact same questions I've already answered! Has anyone else had an insane experience like this?

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I have had way better experience updating credit cards thought the Android app myself. Not sure if you have Android or Apple. When I do have issues with Android, I just go into the app settings, clear the cache, then clear the data and reboot the phone. Log back in and I'm able to successfully update the credit card. With Apple, I usually have to delete the app, restart the phone, redownload the app and try again. I'm always successful the second time around. Sadly, no way to clear the cache, hence deleting it fully.

Here's my theory. This credit card you're using. Is the credit card one you got from a bank or is it a prepaid credit card? 

Allow me to share my experience. I have prepaid service for the US when I go down there so my friends and family can call my US number to save money as it has WiFi calling and doesn't cost me anything when they call or I call them. Recently, I tried to change the credit card to a prepaid card. It wouldn't accept it for some reason. After chatting with the company and the prepaid company, both stated that certain prepaid cards have some sort of "something" written into them not accepting reocurring payments. So it's either, once again, just my opinion, a prepaid credit card that PM won't accept because the card comes back saying that it won't handle reoccurring payments or. If it's NOT a prepaid credit card, it may be a different style of credit card with the same kind of coding that won't allow for reoccuring payments. 

At this point, you may wish to reach out to your credit card company and explain my theory above and see what their thoughts are. If I'm correct, please come back and let us know. We'd be interested in hearing why type of card it is. 

But PLEASE, if you take any screenshots like asked here, please remove any personal information that could identify you or have your information compromised. 

Thanks in advance, g'night.

[Sansan]

Have you tried from your phone? Call *611 or 1 855 4public.

[WhyIsThis]

For example they've asked me a couple times if the bank has the right address, which they do. It's the same address as here. All of the information is indeed correct and I've confirmed multiple times. I don't understand why they keep asking the same questions?

[WhyIsThis]

I should clarify the expiry date is July, thus I'm anticipating the August payment will not go through.

[WhyIsThis]

The expiry is this month and the payments for June/July went through under the previous expiry/cvv.

It's as if each new agent is looking at the ticket as if it's an entirely new ticket - it's so strange. I've tried 2 computers so far.

[Sansan]

That makes no sense.  Something is not right. If you are providing the correct information there would be no reasons for multiple agents to ask the same thing.

So how are you making payments?

If you ever pass a library,  try logging into their computer to see if it will work.

[WhyIsThis]

The issue is 100% confirmed on Public Mobile's end. None of my other recurring payments on the same card had any issue whatsoever updating the expiry and security code.

[WhyIsThis]

I've given the agents the same answers over and over. No app, new session in incognito mode every session, cache has been repeatedly cleared, have tried multiple browsers.

[Yummy]

Usually agents are efficient and after you authenticate yourself start assisting you.

To update CC info did you try using an app? Browser in incognito mode, clear cache...