My brother died and need refund. HELP

[MattFelbz]

Hello,

I paid my brother's outstanding bill, and pre paid for his next pay period so he has a balance of 35 dollars on his account. He will not need it anymore because he died of a drug overdose yesterday.

How do I retrieve those funds? It is impossible to get in contact with anyone from Public Mobile.

Please advise.

Thank you

[Anonymous]

@MattFelbz 

sorry for your loss my condolences,

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

• you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
  
• phone number,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

[CountyDownIeUk]

@MattFelbz 

Sorry to hear. 

First step is to remove his auto pay set up. 

OR 

Have credit card or ATM set up to refuse charges. 

[t_p]

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@MattFelbz wrote:

Hello,

I paid my brother's outstanding bill, and pre paid for his next pay period so he has a balance of 35 dollars on his account. He will not need it anymore because he died of a drug overdose yesterday.

How do I retrieve those funds? It is impossible to get in contact with anyone from Public Mobile.

Please advise.

Thank you

---

@MattFelbz 

Can you log in to your brother's account?

If yes, remove the credit card if there is one registered.

As for the refund, you can try to explain the situation to CS, but they're not obligated to grant it since PM service is prepaid:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

After sending the message, watch your community inbox for their reply.

[darlicious]

@MattFelbz 

I am saddened by your loss. Stay strong and know he will always be in your heart.

 Explain your situation to a CSA and they may issue a refund.

[Dunkman · Accepted solution]

@MattFelbz 

Sorry to hear your unexpected loss.

Was your brother on autopay?  (ie. registered credit card) If not, just let the plan expire and once suspended for 90 days, the account will be closed permanently.  

Since Public mobile is prepaid, in general, there are no refunds. You could try contact customer service agent (CSA). Usually we recommend submitting ticket for  CSA help, but you would need some account information, including login information, etc.  YMMV on the refund.

Might be easier to private message CSA:

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

[XionBunny]

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@MattFelbz wrote:

Hello,

I paid my brother's outstanding bill, and pre paid for his next pay period so he has a balance of 35 dollars on his account. He will not need it anymore because he died of a drug overdose yesterday.

How do I retrieve those funds? It is impossible to get in contact with anyone from Public Mobile.

Please advise.

Thank you

---

Sorry for your loss, generally public mobile does not offer refunds as it is a prepaid service, but in these circumstances, I would say contact the CS agents and see if they can help out, someone will link you.