Legal recourse

[No2]

Summary log of  my incomplete PM activation after 4 weeks in dealing with PM CS agents

1. Problem identified by PM engineers.

2. CS agent offered 1 of 2 options.

3. Option 1 selected and confirmed fixed July 7

4. ID verification every 3 days even to follow up on missed ETA of problem resolution

5. 3x missed ETA of 3 days for problem resolution.

6. 30gb/mo data plan consumed in 14 days. no full access to view log

7. requested future payment suspension today. no full access to remove CC

I feel like I am held hostage. If PM does not suspend future payment until problem is resolved AND pulls payment then I fully plan to dispute the amount. Wait and see.

[No2]

Sometimes I can be a son-of-a-b***h

PM manager is suggesting that the problem can be attributed to my taking August vacation. I spent much of July dealing with my case. Felt I was getting the run around. The only definitive update to my queries were repeated security challenges. I must have answered these questions half a dozen time. 

What is the last 4 digit of CC

What is the date and amount (before tax) of last payment

phone number

account number

[dust2dust]

As soon as that goes through then you're done here. Which is probably just fine for you.

[No2]

Have over $100 reasons to stay. Will open dispute with my CC company to reverse the charges. Cannot afford to be robbed by PM.

[dust2dust]

Oh I know that feeling. But darn it all, you're getting nothing from this company. Why stay?

[No2]

Words of wisdom. Just not in my character to let this go. 

[dust2dust · Accepted solution]

So you've been fighting with this since later June. The fact that you picked a new number when you signed up, I would just cut the loss and pause your credit card for your next renewal and walk away. The system has apparently managed to renew you twice now I guess. I can not believe how some customers can be left to hang so poorly.
But sure maybe the C C T S will do something for you. They're pretty beholden to the providers though.

[No2]

Mobile Phone  Billing  Overbilling

For concerns related to overbilling, you should try to resolve the issue with your service provider. Many questions or complaints are resolved at this stage.

"If your issue remains unresolved, please contact the Commission for Complaints for Telecom-television Services (CCTS) for assistance. The CCTS is an independent organization dedicated to working with you and your telecommunications service provider to resolve complaints relating to your telecommunications services."

[No2]

https://www.ccts-cprst.ca/for-consumers/complaints/

Thanks. I get no RESCPT

[computergeek541]

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@No2 wrote:

Response from PM is that policy states that services are non-refundable. That is a scam if I ever saw one. Get your CC. Prevent access to self serve account. Keep collecting payments that are non-refundable.

PM is put on notice that if the unauthorised payments are not refunded by next week then I will pursue the issue with my bank and CRTC.

I am so stressed over this.

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The CRTC doesn't handle complaints from telcom customers.  Customers who are unsatisfied with the carrier's reponse would be directed to contact CCTS.

[No2]

Response from PM is that policy states that services are non-refundable. That is a scam if I ever saw one. Get your CC. Prevent access to self serve account. Keep collecting payments that are non-refundable.

PM is put on notice that if the unauthorised payments are not refunded by next week then I will pursue the issue with my bank and CRTC.

I am so stressed over this.

[dust2dust]

Another complete lack of support for a customer. If you took your sim out you wouldn't get that C C T S text. They are sent around about every 6 months to everybody. It's required by regulation. But that is certainly an avenue available to you.

[No2]

Was on vacation. Came back to the same old. Luckily my CC expired and that should suspend my account even though I cannot log in to my self serve account. However I noticed payments were pulled for services that I was prevented from cancelling prior to CC expiry date. Working on getting a refund from PM. If not then I will escalate to my bank. Logs should show that no service was access during that time. I removed the sim card. Ironically PM sends me frequent spam text advising on how to contact CRTC regarding unresolved problems.

[dust2dust]

Thanks again@Priority . Well that sucks. I see this in my headers or source.

From: "Public Mobile" <public-mobile-notifications@publicmobile.ca>
To: "100000########" <my email address>

 But this was a few years ago.

Adding - maybe I should say the number signs are covering my actual account number which show up in my email but I'm not showing it here.
Any more thoughts @Priority ?

[Priority]

Unfortunately it only shows you the last 4 Digits of the Account Number on the Welcome Email. 

[dust2dust]

Thanks @Priority . Can you drill into the to? Do you see the account number in it? Or maybe go to the source or headers? Do you see the account number in the to?

[Priority]

Yes, all new Activations still get the first 'Welcome to Public Mobile' email with a receipt of your first month's bill at the bottom, even with the new EverSafe ID Update.

I just activated this Account less than an hour ago and this is the email I recieved. (Personal Details & QR Code Blurred.)

[dust2dust]

Wow. You have had quite the saga. Applause to you for sticking it out. I just get more and more disturbed at the lack of support customers are getting with all of this new system and esims etc. Sure many people have been having no problems. But when it goes wrong, support abandons the customer.
Has the account since renewed? Have you paid it? Did you ever get your account #? Did you ever get a welcome email if they still do that?

@Priority- Since you're activating all these accounts, is there still a welcome email?

You could stop the payment by pausing your credit card. Dial 611 to get the renewal date. Pause the evening before. Unpause the next day. But then you wouldn't be able to port out. It's possible that you could port out with the device IMEI. Just not preferable. But you would need to do that before the plan stops.

[hairbag1]

@No2 

we're all just Community Forum members here. Click this link to send a message to CSA for help to suspend payment...but doesn't sound like you're interested in continuing with PM.

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