Old customer charged but no service

[JacinthaWallen]

I have been using the same sim for years. I am not a new customer. I was charged the monthly amount by public mobile but they haven't reactivated my service. I have been contacting the mod team for 3 days now trying to rectify this. They keep asking me for my phone number and authentication when I give it to them there's no response. When I contact them again the, next day, it's like a new person and I have to start all over again. Anyone else gone through the same thing? What did you do?

[JacinthaWallen]

Thank you guys for your help. I don't know what changed, it could be because I posted on here but I got a message from mod team saying they reactivated the service. Just like that. So everything is fine now. Thank you 

[meocon]

@JacinthaWallen They should reply your message within this time frame  

How long until a moderator replies?:

• Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
• Messages are replied to during office hours, in the order in which they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

• How to view and reply to your private messages

[will13am]

@JacinthaWallen, to streamline the interactions, I suggest starting fresh and include everything in a single private message, put the authentication information up front, explain in detail the issue and hopefully there won't be any private message volley ball.

[closng]

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@JacinthaWallen wrote:

I have been using the same sim for years. I am not a new customer. I was charged the monthly amount by public mobile but they haven't reactivated my service. I have been contacting the mod team for 3 days now trying to rectify this. They keep asking me for my phone number and authentication when I give it to them there's no response. When I contact them again the, next day, it's like a new person and I have to start all over again. Anyone else gone through the same thing? What did you do?

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Hi @JacinthaWallen,

Sorry to hear about your frustrating experience in connecting with the Moderators.  Unfortunately,  there's nothing you can do other than wait for the Moderators to rectify your account issue.

If the Moderators fail to recognize your issue again,  you should send them one more message but be sure to include your account details and issue in t by ed message to avoid them getting back to you to ask for authentication info.

I'm tagging the @CS_Agent to bring this to their attention.

Good luck.