Locked out and no help from CS Agent

[buddywa]

I am unable to access my account. I get the message "UNAUTHORIZED For security reasons, we couldn't log you in at this time. If you believe this is an error, please contact Customer Support for assistance."

I've submit a ticket to the CS Agent, it has been 11 hours and still waiting on a reply. Why was my account even locked out anyway, I've never had this problem before.

To make matters worse, I need to pay my bill to activate my phone plan. I've tried paying by calling 611 but I don't know my customer support pin, I don't think I've ever set one up. I noticed that I didn't need a pin to pay by voucher, so I went to the store and bought a voucher. I've loaded the voucher onto my account but now my account just has a credit and my has not been re-activated.

I've been a supporter of Public Mobile for almost 2 years now but my support for them is quickly fading. How can they take this long to reply to someone trying to access their account to pay their bill. This is unfit. It is hard as **** to live in a modern world without a cell phone plan.

I am going to call the CCTS from my friend's phone because Public Mobile now has my money, I don't have service, and I can't talk to anyone in support.

For others wanting to learn more about the CCTS complaints process, visit their website at ccts-cprst.ca or call toll-free at 1-888-221-1687

Also, why did I pay HST (sales tax) on a payment voucher from the store? My account has a credit of $50 but I paid $50 + HST for the voucher. Am I going to be double taxes when I use that voucher to pay my bill which includes HST?

Thanks for reading.

[CSA_PM]

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

 

[buddywa]

Thank you

[softech]

@buddywa 

But I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Chalupa_Batman]

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@buddywa wrote:

Also, why did I pay HST (sales tax) on a payment voucher from the store? My account has a credit of $50 but I paid $50 + HST for the voucher. Am I going to be double taxes when I use that voucher to pay my bill which includes HST?

Thanks for reading.

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Just to add to this part...  you should only be paying HST once. The CRA treats a mobile voucher as taxable at the point of sale. Once a voucher is added to your account, Public Mobile should only charge the base price of the plan and exclude HST. If they have done so, then when you do reach a CS Agent, ask them for a credit of that amount they charged on the plan for it back. If they refuse and say they can't, then you can share your concerns with the CRA. If this has happened to you, this has happened to others and the CRA needs to have Public Mobile correct this.

[hairbag1]

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@buddywa wrote:

Thanks for the reply. Yes I dialled 611 from my phone, added the voucher, verified my account now has the $50 balance from the voucher but this is where I am stuck. There is no way to actually apply that voucher to my balance and I am roadblocked by the required support pin when I try other options.

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Use this link to dm Customer Support...they should be able to re-activate your account as long as you have the $$ available. Public Mobile did a "system maintenance outage" last night and there's other customers reporting issues with autopay today as well as yourself.

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

[buddywa]

Thanks for the reply. Yes I dialled 611 from my phone, added the voucher, verified my account now has the $50 balance from the voucher but this is where I am stuck. There is no way to actually apply that voucher to my balance and I am roadblocked by the required support pin when I try other options.

[hairbag1]

@buddywa 

try dialing 611 from your cell to hear current plan status. You'll hear your Available Funds balance and you should be able to resume service too. You don't need your pin to add the vouchers to your account and resume service.

The retailer must charge you tax but you won't be double charged taxes for your plan renewal.