Sorry you are having trouble. A downside of Public is that there doesn't seem to be an easy way to talk with a real person. You will need to ask the chatbot to open up a ticket, and then ask for help with a customer service agent there. Perplexity.ai found a 1-800 number for Public, it's here: 1-800-567-0000. I don't know if this number will work for you, because the customer service model for Public Mobile is through the ticketing process.
or tell the chatbot that you'd like to open a ticket:
https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=2OhrPakuMpNZt4irir5...
Customer Support Agents are available from Monday to Sunday 9 AM to 10 PM EST. I found they reply within about an hour. Good luck!
Hope this helps,
Dave
