Locked out … and no help from an agent

[Parferzoba12]

 So just wondering if anyone is having the same issue as I am . My friends credit card is expired and all I needed to do was update it for him ? Sounds simple right ? Lol NOT for this company .  Today is day 5 of being locked out , I’m communicating with them through  a friend because i have no access and his eversafe  id , soon as he or I go to log in first time it says too many log in attempts locked out try again in an hour .  The latest agent told me to create a new account ?  Since we’ve gone from rewards to points and we pay more , where is the customer service . All they have to do is send a temporary password that works so he can access his account they have his number his email ,  but all they do is reply with nothing of any help other than to make it more complicated than it needs to be.  I need to know where I can go to take this further because this is unacceptable to me .  What does public mobile think that a senior citizen can figure this out when clearly the agents can’t ??? 

[Parferzoba12]

We can’t even have access to his account , voucher ,  visa , anything  we would do but can’t get access it’s just locked out . I asked if they could send him via text or email a temp password , but honestly they won’t help . They don’t even care it’s been 6 days now no service and his only communication to his family .  All they say is they can’t talk to me , it’s not my account , I get that so I said you know his name number and email address I’m like reach out , and help him … no luck 

[Parferzoba12]

Thank you for responding , the problem is can’t log in at all soon as you go to enter username and pass word it goes to “ too many attempts , locked out try back in an hour “. Then you try in an hour and same thing . All I asked public Mobile is to send him a temporary password so he can at least get in , and update credit card , but not a single agent will do anything to help . It’s all on him to fix this and he has absolutely no clue . The best part is they want him to contact them but he can’t access his community or the app , so how does he rget such out ?   

[BKNS27]

@Parferzoba12 

Have you tried login on the PM app then go to Payment tab> Update Card Information?

If that didn’t work then you will need an agent to help you login to the account. Click on Chat bubble and type in Contact Agent.

[RavingRaven]

@Parferzoba12 

I wish a password reset would be that easy but it isn't with eversafe. This solution worked for another member that was locked out for nearly a year.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Locked-Account/m-p/1153766/highlight/true...

But in the meantime I suggest you pay by voucher or instant top up until you get a resolution which may just be the passage of time. Here's info on vouchers and other methods of payment:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/td-p/...

If you pay by e-transfer with Muskbird the surcharge is only 0.03% or $0.03/$10. This is the cheapest most convenient method. Credit card and PayPal payments are charged a 10% surcharge. Otherwise purchasing vouchers from a physical retailer incur no extra fees or surcharges.

The voucher catalogue link no longer works since an oracle archived that resource thread.