No One Cares At PM

[Mimi33]

On December 27 my plan and my account became a disaster. I had 3 renewal dates between Dec 15th and Jan 13th. Every two weeks I get charged eight dollars for an add-on by the system. On March 5th after the agent refunded the money once the saw I did not purchase the add on he told me it would not happen again. I have been told this 7 times.  I have been in Florida since December 26 and have not touched my account. I have been in contact with seven different agents and each time they bumped my issue to a higher tech level. I have 2 different renewal dates and have been charged hundreds of dollars and the agents just refund the money after I explain my issues. Is there any way that I can get someone at PM to notice me and fix the account?  I have asked someone to monitor my account and nothing happens. I was told that they are still working on it and it has been three months now. I don’t want to leave public mobile but all they are doing every two weeks when I see these charges coming is put a Band-Aid fix on it. I can’t even change my own plan unless I do it immediately which is not sensible. The box to change it on the renewal date is not highlighted so I can’t click on it. Anyway enough of my ranting. Can anyone out there help because PM does not seem to care. 

[darlicious]

@Mimi33 

You are never alone in the community. In future if you encounter an issue come here first we will help guide you and ensure you get it resolved quickly.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Mimi33]

• I have received credits many times. I think the rewards no longer posting is what they owe me so about $40. If they paid me minimum wage for the hours I have spent dealing with numerous agents and having to keep explaining the whole mess while getting more frustrated by the week seeing new charges every few weeks, I would be rich!! I really do appreciate the support from the community. People are so helpful and understanding. It makes me feel that I’m not alone in this mess 

[darlicious]

@Mimi33 

Lol...you are right about that....but the "pilot program" is just speculation on the part of that member.

@J_PM 

Have you escalated this issue for the OP?

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Mimi33]

I did have a conversation with an agent about that. Problem is 7 different agents told me they stopped the bi-weekly $8 charge (sometimes for data, sometimes for texting or calling) and system overrode it every time. I took pics of my account from mid- Dec til the 16th of March. If they have a pilot program that works like my mess they better go back to the drawing table and start from scratch:0)

[softech]

Now I wonder if recurring Add-on purchase will be introduced soon.  Maybe OP just  being "lucky" and added to the pilot group by mistakes?

@Mimi33 when things are all settled, go back and ask PM do offer you something for compensation, this has been a long enough issue, and a costly one, and you should get something back  🙂

[dust2dust]

No panic. Don't worry about it. Even being here now. Don't worry. Save your data. Thanks for the explanation.

[Mimi33]

I spoofer not seeing the original request. I no longer have wifi and can’t send the page to you as it will burn the data I have left as we are on the road home to Canada. I can send tomorrow evening. 

[darlicious]

@Mimi33 

Thanks for keeping us updated. Did you end up messaging Jade? Let's hope everything gets straightened out after March 25th.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[dust2dust]

Again...is there any way for you to put up an image of your overview page without anything personal. And maybe an update of your transaction history starting from Mar. 14.

You last paid out of pocket on Feb. 5. Your account last renewed on Mar. 15 on the $15 plan. Nothing should happen on the 25th other than the continuing problem which should not be happening.

You were last on the $25 plan Jan. 16. You've been on the $15 plan since Feb. 9.

[Mimi33]

I have a $31 credit so my card doesn’t alert me to activity. The agent contacted me as I asked last night if someone would monitor the account. I check weekly and create a ticket most weeks with the latest problems. It is so tiresome explaining the whole situation and answering all the questions. This latest agent would not refund the renewal amount however did give me the $5 rewards that did not post. I again explained the last renewal I paid was on Feb 23, and today he credited me with all charges from Match 15th. It was so nice to get support from the community and all the advice. I just feel after three months of this someone at public mobile should be helping me one on one. This latest agent will contact me on the 25th. I will also monitor what happens on the 25th as my plan must be $25 or more upon my return to Canada. With all the problems trying to get my account plan renewed at $15 while I was in the USA (even forcing it to change didn’t work) for three months along with multiple renewals per month I really hope they can now force it back to $25.  I just  want this all to go away. Thanks for your interest and your help. 

[dust2dust]

Do you have any other transactions after Mar. 15? What is in your balance?

You can "monitor" this yourself too. Log in or call 1-855-4pu-blic. From the information so far provided your next renewal should be Apr. 14. If there's a renewal on the 25th then that morning you can watch your credit card and watch the account or call that number. It certainly shouldn't renew then. These are 30 day plans. Which is again why it would be good to see your overview page with the edits.

[Mimi33]

I received another reply from the agent. My renew on the 25th will be monitored and the correct plan should be in effect. Supposedly the system added $8 add-on every two weeks should stop and my rewards are suppose to be applied correctly. Keeping fingers crossed. 

[darlicious]

@Mimi33 

These threads on similar repetitive autopay charges may help with finding a resolution for your issue.

@J_PM 

For reference for customer support and the tech team.

 https://productioncommunity.publicmobile.ca/t5/Get-Support/Overpaid-and-or-overcharged/td-p/772620

 https://productioncommunity.publicmobile.ca/t5/Get-Support/Overcharged/td-p/770207

https://productioncommunity.publicmobile.ca/t5/Get-Support/over-charged-every-10-days/m-p/765772

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[darlicious]

@Mimi33 

You will get more support in the "Get Support" board than the lounge which is for non phone/support stuff....but it's a little confusing with the new design. It's not a bad thing it's a good thing....

If you prefer I can private message Jade myself now to have her contact you in the morning tomorrow (March 22nd)? Your choice....?

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Mimi33]

Oooops...thanks for the explanation.  Appreciate it.

[darlicious]

@Mimi33 

It's a complete mess that's for sure....send a private message to @J_PM and she will assign a senior CSA to your case to get to the bottom of it. Make your request to her to start a new 30 day plan on the $25 plan that you need to be started on March 24th. It's the least they can do given the mess in your account. It appears adding that first US roaming add on triggered this glitch.

We will get you the proper customer support you have been denied so far....if there has been no progress by midday please give us an update and I will contact Jade myself to request she intervenes in case you have not heard from her personally. This is unacceptable support by the CSA team so I will advocate on your behalf until you get the proper support.

Edit:

Just click on Jade's name above to be brought to her profile and you can private message her on her profile page.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[dust2dust]

The moving comment was directed at the forum "moderators" to move your thread topic up to the main Get Support area. Nothing to do with you. You don't need to stop. Unfortunately, none of us can actually help you. We've analyzed what you have going on but we can't actually do anything with it in the case of this saga. Your plan is renewing too early and it insists on throwing in the talk add-on for extra cost. This is all wrong. It needs to be fixed.

[Mimi33]

Can @comptergeek541 kingly explain why I am being asking that I move the discussion out of the lounge?  I only asked for community help after 3 months of trying to get support via a ticket.  I have pleaded and begged for help. Asked for my account to be monitored. I am not down any money but I have to create tickets every 10 days or so and the last agent today would not refund my money even though my last renewal was Feb 23rd. He said March 15 is correct. I need help so I came here. I won't post any more.

[Mimi33]

I have has 7 tickets at least and escalated all that I know off. No one is monitoring my file even though I begged them to over and over

[dust2dust]

Here's my look at it all.

This is long... There are still a couple holes as I ask below.

Seems fine up until during the Dec. 13 renewal.

What happened Dec. 11 to get an $8 system issue?

Were there any transactions between Dec. 13 to 27? Seems the 13th renewal started out fine but the plan charges are missing.
Then it took the nose dive.

The 27th it appears you bought the talk and text and another talk and still on the $25 plan. So you're down $16. Plus an early renewal. Did you ask them at this time to do something in your account?

Jan. 6 another talk not 10 days after the prior one. But you said on the 1st you weren't even using this service. So down another $8.

Jan. 16 is a later renewal than it should but early anyway. Still like to know any transactions between the 13th and 27th. You're still on the $25 plan. Yet another talk add-on but at least it seems to be 10 days after the other. So down another $8.

Jan. 26 another talk add-on 10 days after the other. But again down another $8.

Feb. 5 it took money but did it wait until the 9th? Were there any transactions between the 5th and the 9th? Then the 9th shows the $15 plan and yet another talk add-on. Down another $8 plus the early renewal.

Feb. 23 another early renewal and another talk add-on. Down another $8 plus the early renewal.

Mar. 5 another talk add-on 10 after the prior. Down another $8.

Mar. 15 early renewal 20 days and another talk add-on. Down $8 and an early renewal.

Down $72 for add-ons. Down $15 for no rewards for what should have been 3 renewals that were out of whack.
Jan. 12 should have been your next renewal. Feb. 11 after that. Mar. 13 after that. So you have 2 extra renewals.
You're up $161 from system issues. You put in $24 from 2 autopays.
You're actually square for money overall...now...from the images and information supplied.

So what needs to be fixed is the early renewals and the add-on purchasing. I would contact them and ask for it all to be escalated to a senior CSA. Then I would just ask them to clear it all out and reset it all to what plan you want to be on. As of Mar. 15 you're on the $15 plan. Except for that talk add-on again. The next renewal should be Apr 14.

Do you remember what all other add-ons you might have on file? This is where more images of your overview page would help. If they do clear out and reset it all then you would want those things back.

[darlicious]

@computergeek541  @ShawnC13 

Could one of you move this out of the lounge please and thank you?

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[darlicious]

@Mimi33 

I'm sorry to hear you are having this unusual issue. There have been a couple other customers that have experienced a similar kind of glitch of repeat autopay charges occurring every 10 or 14 days. Any kind of autopay charge outside of your 30 day plan amount should never occur. Also not automatically getting you rewards applied upon renewal seems to tied into this glitch as well. I'm curious if this all started after you added a US Roaming add on for your initial trip down south?

Secondly, the way customer support has handled this issue is unacceptable.....I am sure they opened a ticket with the tech team to investigate why this is occurring which obviously they haven't figured out yet and yes sometimes that may take time ( I have had a weird glitch happen in the past as well) however a senior CSA took over my case and proactively monitored my account on the dates that charges would occur, reverse any charges, follow up with the tech team and reach out to me with updates until they were finally able to correct the issue ( 3 months total). So while the issue was worrisome I was assured pm was handling it and I didn't need to make any extra effort on my end to stay on top of it and continue to reach out to customer support.

While @HALIMACS  has already tagged the community manager @J_PM  to look into your support tickets via this thread I would suggest you click on her name to be brought to her profile so you can private message her directly and ask her to look into this personally and she can update with how she has escalated your issue to get a resolution and if she doesnt offer you some compensation for this hassle you can request it yourself but foremost pm needs to fix this glitch with some urgency rather than letting you swing in wind and passing the buck onto the next CSA that gets your support ticket.

I will look for the threads at the beginning of January that reported similar repetitive autopay charges so Jade will be able to reference those threads and locate those users' tech team support tickets to see what the cause and the fix was for their issues so hopefully you can get a quick resolution...?

You mentioned you still need to recieve text messaging while in the US which is presumably why you haven't suspended your account while away but have you wanted to have any US roaming add ons on your account? If I recall from quite awhile ago that you have landline and wifi at your Florida residence?

Simply maintaining service by having the $15 plan will allow you to recieve incoming SMS texts without the need for a US Roaming add on. Downloading a voip provider like textnow will allow you to send (and recieve) texts and call for free while on wifi to follow up on any incoming texts from your pm phone. Or if you have a US mobile provider like mint mobile the voip app could also be used on mobile data.

Next winter you can look at getting mint mobile and use the call forwarding options for your pm service along with the option to use a text forwarding app as well....just set a reminder on your calendar to ask the community about those options a few weeks before you leave in the late fall (or just after xmas?) for Florida.

Please give us an update with the progress customer support and Jade make on your issue and if it looks like the unwanted charges are imminent you can always try suspending your account via lost/stolen before midnight eastern before the next set of non renewal charges would occur and log back in after noon eastern the following day and resume your service and see what happens...

1. Is your service still working?
2. Do the charges appear in your transaction history before you resume service?
3. Do they appear after resuming by triggering autopay?
4. Does your service suspend?

Lost/stolen should prevent any charges from occurring once you suspend and after you resume debits from your account would only occur if you had a balance in your available funds....but let's see if they can finally figure this out before March 23rd your next apparent "renewal".

Try calling from your landline 1 855 4PUBLIC and enter your 10 digit phone number to see what renewal date and account info that gives you and call again after the 23rd to see if it gives you the same info....that would then likely be your correct renewal date.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Mimi33]

the agent corrected the billing an hour ago.  he has not replied to my request to be on the @$25 plan that I need in two days.  He is ignoring me so now I have to start a new ticket and beg them to change my plan as requested with the ticket of March 5th.  I just want to cry.  I wish e1 in the forum could see the way they treat their customers

[Mimi33]

I was on the $25 plan and just after my Dec renewal I tried to switch to the $15 plan as I was leaving Canada Dec 27 for 3 months.  On Dec 27th all I added was an $8 add-on for unlimited calling within USA. On Jan 1st I switched my iPhone to the US SIM card and did not touch my account after that.  Every single posting was done by the system. There are multiple posting on Dec 27th that I did not make.  I could not even change back to the $25 plan from the $15 plan on my renewal date in March. I had to call and have them force it.  When I tried to change to the $15 plan before the renewal date in January computer changed it immediately so I had an agent force it to $15. It didn't work so they forced it for February. It still didn't work so finally it worked in March but at that time I wanted to go back to the $25 plan.  I am almost 70 years old and I have to keep all of these issues and ticket and dates in my mind and every two weeks I have to tell yet another agent with another ticket all the problems.  It's still a mess and now the plan is to change on March 25th?? not mid March when my plan renewed (it still renewed at $15) and I need the $25 plan on Thursday before the supposed change on the 25th.

[Mimi33]

[Mimi33]

[dust2dust]

That is a mess.

You never bought the roaming add-ons? You never bought the 1gb data add-on? What actual plan do you think you're on?

Can you go back another screen? It would be helpful to know why the $31 system issue with the $7 balance before that..

And an image of your overview page too. But you'd want to edit out anything identifiable.

[Mimi33]

Only one account.  I have been with PM for over 2 years.

[dust2dust]

Can you show some images of your overview page. Also your payment history.

How long have you been with Public? If recent then did you have any problems when you started? 3 renewals? Is that the same account or do you handle multiple accounts? Images would tell a better story.

[Mimi33]

I am going to do that if they don’t set up another account   I wanted to give them a chance and I have been out of the country since Dec. I now need to research plan costs as texting to USA is a must for me. Not sure what the plans cost but probably more that net $20 plus tax. Thanks again for your suggestion