No service for over 4 days!!!

[Hansinee]

I've had the same email address on file for years and all of the sudden the agent is saying its the wrong email address and its not what they see on their file. Why am I being asked the same question again and again when I told them I confirmed if this is my email address on file by using the forgot my email option. If they have a different email address for my number then why did I get a confirmation email to the email address I mentioned??

Now they are saying that after ive gone over 24 hours without service, I have to wait another 72 hours because their system messed up? No apology whatsoever. They keep asking me about the email address and refuse to read the part i said I confirmed by using the forgot my email option. Let's I changed my email address, which I didn't but let's say I did, then how come I still get a confirmation saying the email i mentioned is the correct email???? 

I can't do the voucher option because I dont have a 4 digit code. Even if I had the code, why would anyone pay 59$ for a $45 subscription? Especially when it's public mobile's fault that i'm in this situation. They should do it for me.

[Hansinee]

Thanks for the suggestion — I know how to load a voucher using *611 and that a PIN isn’t needed for that.

But to be clear:
The issue isn’t that I don’t know how to top up — it’s that I shouldn’t have to in the first place.

I had Autopay set up, and my account email hasn’t changed. Public Mobile’s system now shows a different email that I’ve never used — and I’ve proven that by using the “Forgot My Email” tool, which confirmed the correct email I’ve always used.

Now they’re telling me I have to wait up to 72 hours just to fix their mistake, while I’m left with no service — unless I go out and spend more money on a voucher to “work around” their error.

So yes, I could buy a voucher. But that’s not the point.
The point is: why am I being asked to pay more and do more to fix their system glitch?

This isn’t a payment issue, it’s a customer service and accountability issue.

[Hansinee]

Thanks for trying to help

That said, this isn’t just about how much the plan costs after tax, or how to top up. The core issue is this: Public Mobile’s system glitched and now has the wrong email tied to my account. I’ve never changed it, and even used the official “Forgot My Email” tool, which confirmed the email I’ve always used. Despite that, support insists they see a different email on their end. Because of this, I’m locked out of my account, can’t log in, can’t use Autopay, and can’t manage my plan. The only “solution” they offered was to submit a request to change the email, which takes up to 72 hours. In the meantime, I’m told to buy a voucher to resume service — and yes, I now know I can top up with *611 without a PIN, but that’s not the point.

The point is:

• Why am I being asked to pay anything extra at all to fix a problem caused by their system?
• Why am I being locked out of my own account when I can prove the email is correct?
• Why is there zero accountability or urgency from Public Mobile to resolve this?

If it were just a payment issue, this would be resolved by now. But it’s not. It’s a data integrity problem on Public Mobile’s side that’s affecting my access, service, and billing, and they’re asking me to work around it and cover the costs. That’s not acceptable, and it’s definitely not how a telecom company should treat paying customers.

[Handy1]

@Hansinee  well without knowing what plan your on it’s hard for me to comment on it , so I’m summing your on $45 plan so $45 plus tax and your 911 fee should be all you have to pay , this all depends on what province your in so I don’t know your tax rate , but a voucher for the amount of tax on $45 if that your plan price and as I mentioned earlier you can load those funds *611 to resume services right away and no 4digit PIN code is needed to do that . So that would be how I moved forward in your situation the way I’m understanding it . Please also note I’m just a customer like you trying to help , best of luck 🤞 

[Hansinee]

It's not normal to pay 59$ for a 45$ subscription for a glitch on public mobile's side. is that acceptable to make a customer pay for their mistake?

[hTideGnow]

hi @Hansinee you don't need to 4 digit PIN for loading voucher 

just het one from Shoppers Drug or London Drug or gas station. then use *611 to load, no 4 digit pins needed

[Hansinee]

I've had the same email address on file for years and all of the sudden the agent is saying its the wrong email address and its not what they see on their file. Why am I being asked the same question again and again when I told them I confirmed if this is my email address on file by using the forgot my email option. If they have a different email address for my number then why did I get a confirmation email to the email address I mentioned?? Also, not to mention I logged in using the email address they say is wrong to literally message them. Make it make sense.

Now they are saying that after ive gone over 24 hours without service, I have to wait another 72 hours because their system messed up? No apology whatsoever. They keep asking me about the email address and refuse to read the part i said I confirmed by using the forgot my email option. Let's I changed my email address, which I didn't but let's say I did, then how come I still get a confirmation saying the email i mentioned is the correct email???? 

I can't do the voucher option because I dont have a 4 digit code. Even if I had the code, why would anyone pay 59$ for a $45 subscription? Especially when it's public mobile's fault that i'm in this situation. They should do it for me. Very scammy!!!

[Hansinee]

Thank you for your reply but why would anyone pay 59$ for a $45 subscription? Especially when it's public mobile's fault that i'm in this situation. They should do it for me. Sounds like a scam to me.

[Handy1]

@Hansinee  You do t need a PIN code to load payment voucher , PIN code is only needed for using registered credit card in file over the phone 

[Hansinee]

I can't do that since I dont have a 4 digit code

[Handy1]

@Hansinee  I don’t see how that would be that case it’s very strange for sure , in the meantime if I were you I’d just go to shoppers drug mart buy payment voucher and load  the funds *611 to resume services right away , then you should get code sent to you phone number to log in and confiirm or change your email if you like to in the profile section under ever safe ID