I'm trying to rectify a long standing issue with respect to a new account that my elderly parents set up with public mobile. The only way to resolve this problem is with an actual human being in technical support, that possesses a little empathy and understanding regarding the technical limitations of elderly users.
When this account was first set up a number was to be ported from telus to public mobile. Telus has confirmed the number in question was ported months ago but it has not yet been applied to the phone. There are a few other factors that may have complicated the situation but for now we simply need a person to assist with the problem. It is highly unlikely resolution will be resolved when it requires a customer like this to log in to the app, then log into the community, then post the problem with the vague hope that the right support person will actually see it and take action.
The fact is this system is burdensome, to say the least, to less technically adept users and offers no Direct means of technical support outside of this framework. It's a horrible oversight that needs to be addressed. I understand the corporate desire to keep the system simple, streamlined, efficient, and hands off but it simply does not work in these situations. I have no idea how I can personally Advocate on their behalf without simply taking their phone to engage with you over what I expect will be a period of days and or weeks to get this problem corrected. Please contact the account owner (Don) via the email or primary phone number for this account. If nothing else please obtain his permission to engage with me directly so we may resolve this with the least amount of stress and hassle to my parents.
Kind regards,
Steve
