cancel
Showing results for 
Search instead for 
Did you mean: 

No longer using the service but keep getting billed every month

Rics4ntos
Good Citizen / Bon Citoyen

Hi, 

I switched from Public Mobile to a different provider a few months ago and when transferring the phone number they said they'd take care of everything and cancel my account with Public Mobile for me. 

Well, they did transfer the phone number and I've been using it with the new provider ever since, however, Public Mobile is still billing me every month, looks like they deactivated my online account as well and I can't log in. 

How do I contact Public Mobile so they can remove my credit card from their system? I don't even want my money back. I just want them to stop charging my card. 

34 REPLIES 34

HALIMACS
Mayor / Maire

@Rics4ntos 

 

If your number was ported properly to the new service provider, it should absolutely have closed your public mobile account.

 

If you still have charges past the date of porting, and you are unable to get resolved by contacting the customer support agents, do a chargeback with your credit card provider.

 

It's unlikely it will get to that point and very likely Public Mobile will refund charges past the date of a successful port.

 

The key word here is, "successful".

 

To contact a Customer Support Agent, there are 2 methods:

 

  1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
  2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

 

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

esjliv
Mayor / Maire

@Rics4ntos - a few months ago..did you accept the SMS text on the public mobile SIM card to correctly port over to the new provider? That does seem like a long time if you did approve the text and are still getting charged.

 

You are right, a successful port to another provider should cancel your account here with Public. Did you have more than one accounts or activations with Public Mobile by any chance?

 

Can you still log into your My Account pages? If so, you can remove Autopay from there.

 

Otherwise, if Public is charging you incorrectly contact CSA to have payment methods stopped.

­­­Public Mobile Representatives customer support­­­ agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

softech
Oracle
Oracle

@Rics4ntos yes, it shouldn't happen, please open ticket with PM support and ask for refund 

 

 

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


**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

 

 

LoveNature
Model Citizen / Citoyen Modèle
Need Help? Let's chat.