I order a Motorola g fast on 04/21/2021 and never got it and the police and the Post office told me to get my Money refunded to a new account or credit on my New account
Reply to my private message to see if I can find you a resource for a phone. Can you borrow $15 or trade or resell or return your sim card? Where did you purchase it?
I realize you didn't order from SDM but when you complained to Canada post they would have created a ticket # and sent you an email with it for your claim. This is how you can prove to pm that they owe you a refund or another phone.
Oh well.....ok this is what I received from CP. In my case the phone from SDM was tracked but the Friday delivery became Monday, Tuesday, Wednesday and that day a temp postal worker delivered another package but an hour later I got an email saying it was delivered and it was not. So I called CP and we agreed to wait one more day when it didn't come the next day a filed a report with CP and SDM.
This was CP' s follow up with the tracking and my ticket reference #....look for it so you can match your order.The third email was about 10 days later after I reported it not delivered.
Ok got it. Look on the your correspondence from canada post for any other reference # so you can track where the error stems from? ( I have a feeling it on pm's side) but right now CP is your more reliable resource. Let me check my email from CP for another ref#.
Hey you are not in the Vancouver area are you? Maybe I could help more.....?
Can we clarify here? Canada post said no delivery was made. But pm is saying it was but your order # appears to be mixed up with someone else's that was delivered?
What a mess! I assume you have the police file # and saved the email correspondence with Canada post. They likely gave you a file # but I will double check what In was given. Canada post is usually pretty efficient with these matters and take mail theft seriously so they have protocol they follow. You likely filled a form giving your version of events.
I may have missed this part but what was the conclusion by CP? Did they determine it was mail theft within CP or from your mail box, porch pirates? Just lost? If they are referring you back to the retailer for refund to the original form of payment then they have determined the faultblies within their jurisdiction and they or insurance will settle with pm.
Selling phone's is a new to pm ( under a year) so the process in these cases has not completely been ironed out yet ( which shouldn't affect you but it is....) and noticing some new moderators ...oops... I mean CSA's names but in general they have very little if any experience dealing with lost phone refunds. Your patience so far has been amazing! But help them help you......
Gather any relevant info file #'s ( as mentioned) confirmation, order or correspondence emails, a copy of credit card statement that the public mobile phone transaction is on (hopefully the ađdresses on the statement and your pm account match just to make things easier!) This really shouldn't be on you but let's hopefully get it sorted.
If you prefer not to deal with the CSA that you have been then start anew. Send a private message with a new subject title. Be as detailed and chronological as possible. Don't send to the additional paperwork but mention the "file" you compiled . Ask for a speedy resolution that satisfies you aknowledging that the expired card is a bit of s challenge but if account credit or a couriered phone to you at pm's expense is what you want then state it.
The CSA if you don't feel confident in turn back for one of their senior colleagues to handle it... Oana, Silvio, Andu, Carlos....come to mind. Or of course the community manager @J_PM could step in tomorrow to escalate the issue to get a quick resolution and maybe an added incentive for being such a patient and accommodating customer.
It also sounds like you are still in need of a phone? Budget $100 - $200 and you previously liked the moto g fast? If you give me your city/town and knowing you are credit card challenged at the moment ( maybe a koho visa/debit would a good choice for you?) I will look around for a good deal on a a phone as well.
Send a private message... Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:
Full name and address on pm account. ( Or province and postal code for newer accounts.)
Email, phone # and pin #.
If you cannot remember your pin # include at least three ( if they apply)of the following:
Date of birth (n/a on newer accounts.)
Last payment, date, amount, type and last 4 digits.
Alternate phone number if any.
Security question and answer.
Plan amount, any add ons or promos on account.
Last 4 digits of sim card.
Any rewards in your account.
Autopay y/n?
Account #.
Frequently called/texted phone numbers in the last 30 days.
The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.
Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's(formerly moderators.) Responding promptly will speed up service times.
Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.
.. yes, because or Porch Pirate (a new occupation these days), it is a tough situation to get it sort out. I believe you will still get your money back but it is a lengthy process as I emphasized. They have to settle whose fault is that or if insurance will cover it before someone will send you the money back (am I too naive about the money back part?)
It's probably not PM fault, at least not 100%. I would say more the couriers' fault. These days, some package might be marked signature required and they still just drop the package outside and leave, some won't even ring the bell.
I order a Motorola g fast and pm are say it was devilerd but I never got and now I had to by a kg k41s right out and 11.30 sim card and now I am broke untill Sept 4
Thank you for letting me know the order number. It seems like it is on a different name and address. I have checked and its status is fulfilled since April 10 which means that your order was delivered. We cannot track your order as they are delivered by Canada Post. For further information, please get in touch with them by letting them know the order details (name, address). Here is their customer support phone number: 1 (866) 607-630
Please let me know if I can help you with anything else
Kind regards,G2013-
248248 is 04/12/2021 that when it say deviled to me but I never got it I pay 180 I want my money back or a free monthD
@Sarahmulder79 did PM give you a tracking number to work with Canada Post? What did the tracking number show?
You need to reply PM with what Canada Post told you. Or ask PM for more information to the package ,like tracking number, so you can get back to Canada Post
We try to help and try to advise. But in the end, it is PM and Canada Post you need to work with to get a resolution.
For the part you need a phone, you probably have to get a temp phone or used phone from relatives for now. It will take long to settle. If you have not checked with Canada Post yet, it is just the beginning of this long process.
Tricky part is your credit card expired (and sound like you didn't renewed the credit card) . If you still with same credit card and they might be able to help if you can show them the lost report from courier (depends on the type of card and protection you have)
@Sarahmulder79 oh.. Public Mobile has not agree to refund you yet.
But honest, the reply wasn't rude. It is normal practice they will ask you to check with Canada Post first and open a ticket with Canada Post. Yes, we don't like it as a customer and it really seems PM is passing to ball to Canada Post.
Still do what you need to do first. Open a ticket with Canada Post and see what they say. You need their lost report/confirmation before you can proceed
I believe our friend @darlicious would be able to share her experience with lost phone order (although it is with SDM order and not PM).
I suggest you to reply them, but on the Send To field, include CS_Agent so it will get sent to the general CS Agent mailbox and other agents see it too
Tell them you are not happen and you want to escalate the issue.
So, you don't have the original credit card anymore, what option to offer you to return your money?
Thank you for letting me know the order number. It seems like it is on a different name and address. I have checked and its status is fulfilled since April 10 which means that your order was delivered. We cannot track your order as they are delivered by Canada Post. For further information, please get in touch with them by letting them know the order details (name, address). Here is their customer support phone number: 1 (866) 607-630
Please let me know if I can help you with anything else
