Over Payment and contacting MODS

[vladbryn1974]

I tried to contact costumer service about overpayment, but nothing help. Very bad costumer support here. Some people don't use internet, how can they resolve problems? 

[Anonymous]

Yes. From the time you send a private message to when they might get back to you could be several days. They say up to 48 hours but that's not what I've been observing.

In the meantime so as not to be checking here all the time:

Click on your little icon in the upper right corner area and a drop down menu will appear. Click on My Settings.
Right here you should see the email address that is set up for this Community account. If you use that address then carry on. If not then never mind.

Click on PREFERENCES on the upper menu bar that starts with PERSONAL. Click on Private Messenger on the lower menu bar that starts with Preference Options.
Lower down you'll see "Receive email notifications for new private messages". There's a check box there. If it's checked then you'll get an email to the above email address. If it's not checked then check it. Now you'll get emails to your email box as above. Now you don't have to keep coming back here. You WILL if you need to reply back to them.

[stonechucker]

@vladbryn1974, it's going to be a wait, as you've just contacted (I hope) via the correct channel.  We've been telling you this for a couple days now.

It's going to be about 72 hours with the current volume.  Please understand that this is the only way, and now that you're int he queue, you will get a response.

[vladbryn1974]

Nothing now.  Maybe they have one worker to checking email. Looks they're not want to keep costumes . 

[Anonymous]

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@vladbryn1974 wrote:

I'm used credit card. Automatic payment. Nothing answered for now

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Then that's about all I can think of. Obviously anybody else can chime in.

Keep coming to this site and log in just as you have been and look for that red blob over the envelope. Hopefully you gave them all the information they need so that you're not waiting again for them to reply back and forth for identity verification.

If you have email then you might have a setting set here that sends you an email when you get a reply rather than coming back here to check. It's just a notification. You can't reply to it. You have to come here and reply here.

[vladbryn1974]

I'm used credit card. Automatic payment. Nothing answered for now

[Anonymous]

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@vladbryn1974 wrote:

My plan is 25 plus taxes. I have 28 dollars after payment. I use visa. Texting for moderator_ team . But not answer for now.

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Ok. At last. Are you making these payments or are they coming out automatically? And when you say visa and prior you said something about a bank statement I guess you're meaning Visa Debit.

So all the way back to the first answer to your question in this thread and while you're still here on the internet...did you send a private message to the moderators as indicated with a link in that early post? And did you provide them with all the required information for them to help you? And while you're here on the internet...in the upper right corner of your screen is there a red blob over a little envelope icon? If so then you have a reply from the moderators. Click on the envelope to see.

[vladbryn1974]

My plan is 25 plus taxes. I have 28 dollars after payment. I use visa. Texting for moderator_ team . But not answer for now.

[krazykiwi]

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@vladbryn1974 wrote:

Yes, but they charge 37. I never saw before so poor costumer service. Or it better to say we don't have any costumer service. Just listed robot ? 

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But what we would like to know is which plan you have? How much should you be paying?

EDIT: Was the $28 credit there before your payment came out or after?

[vladbryn1974]

Yes, but they charge 37. I never saw before so poor costumer service. Or it better to say we don't have any costumer service. Just listed robot ? 

[Anonymous]

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@vladbryn1974 wrote:

Yes my smartphone working. I checked my bank statement. Last two months they charge 37 dollars. A have balance 28 dollars.

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And what are you supposed to be paying for your plan?

[vladbryn1974]

Yes my smartphone working. I checked my bank statement. Last two months they charge 37 dollars. A have balance 28 dollars.

[srlawren]

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@vladbryn1974 wrote:

611 ? Just have answered from robot. What moderator i need contact ? 

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Oh my, @vladbryn1974.  This is why you have been waiting.  The "robot" (I'm assuming youre talking about Simon the chatbot?) won't be able to really help you with anything.  You need to private message the moderator_team using the instructions @krazykiwi noted above.

[Anonymous]

 @vladbryn1974:

Dial 611 in your dialer if you have some kind of smartphone and press whatever the go button is. If you have just a plain old phone with just numbers then dial 611 and press whatever the go button is.

You'll get a recorded voice welcoming you to Public Mobile. Shortly after it'll say the words "your current account balance is". That is what we know of as the Available Funds.

Let us know what number it gives you.

Is your phone working? Does it do all you're paying for it to do?

I know your question is about an overpayment but if you have additional unwanted funds in your current account balance then when it comes time to renew it'll just use those funds before it will try to use any credit card. Eventually it'll work it's way through those funds and then it'll need money from a credit card.

Unless your actual motivation is that you're wanting to go to another phone company.

[krazykiwi]

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@vladbryn1974 wrote:

OK thanks. Maybe it works this time...

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Use this guideline

To get help with your account, activation, or service?

 Please contact the Community Moderator Team to get gelp with your account.

They are Public Mobile support employees who can help with your issue (More details).

Click here to send them a private message.

 In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

 How long until they reply?:

Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Toronto Time].

Messages are replied to during business hours and in the order they are received

Typical response time is between 1-3 hours, but can be up to 48 hours.

There is no need to send multiple messages.

 Some good posts/reads:

Search PM GUIDE to find some great posts and answers to many common questions

 If either response to your particular request leads to the resolution of your issue , please help other community members by marking that post as the solution. Thank You

[vladbryn1974]

OK thanks. Maybe it works this time...

[stonechucker]

@vladbryn1974, you need to private message the Moderator_Team

Not a specific one, the TEAM.

[vladbryn1974]

611 ? Just have answered from robot. What moderator i need contact ? 

[srlawren]

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@vladbryn1974 wrote:

I still waiting from July 10 , 2018.

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@vladbryn1974 we don't normally recommend sending multiple private messages to the moderator team, but if you've truly been waiting for nearly 2 months, you should definitely send them another one to see what's going on.

OR, as @stonechucker noted, if you're still on your original plan from 4 years ago, just dial 611 and you can talk to someone.  If you've changed plans any time in 2015 or later, then you'll have to stick with private messaging.

[vladbryn1974]

I still waiting from July 10 , 2018.

[stonechucker]

@vladbryn1974, are you still on your legacy or pioneer plan?  If you are, please call 611.  You're still eligible for the call centre via voice support.

If you've migrated to a current plan, you'll have to wait.

[vladbryn1974]

I tried to contact by online, but for now don't get any answer . I'm costumer public mobile 4 year's,  don't have this problem before.last I spoke to customer service July 2018

[srlawren]

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@vladbryn1974 wrote:

 Some people don't use internet, how can they resolve problems? 

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@vladbryn1974 this is a no-frills, online-only, self-serve provider.  Anyone that doesn't use the internet should probably get their service from the first tier providers (Telus, Rogers, Bell) and avoid the 2nd tiers (Koodo, Fido, Virgin, respectively) and 3rd tiers (Public Mobile, Chatr, Lucky, respectively) as they are increasingly more self-serve, in that order.

[Anonymous]

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@vladbryn1974 wrote:

I tried to contact costumer service about overpayment, but nothing help. Very bad costumer support here. Some people don't use internet, how can they resolve problems? 

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You can do a number of account related activities via 611 without the internet but for your specific question, no that would require the mods.

If your service is active and you just have a larger than preferred Available Funds balance and you intend to be here for a little while then you could just leave it there and each renewal will just take from that balance until gone. It won't touch a credit card, if you have one there, until gone.

[ShawnC13]

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@vladbryn1974 wrote:

I tried to contact costumer service about overpayment, but nothing help. Very bad costumer support here. Some people don't use internet, how can they resolve problems? 

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For those people who do not use the internet Public MObile probably isn't the provider for them.  All custoemr service support is through this forum.  So you have sent the moderators a Private message?

To send a private message to a moderator click this link.  In your message please include:

          - PM Phone Number

          - 4 digit PIN (or at least 3 of the following to verify your identity)

                    - account number

                    - date of birth

                    - complete address listed on account with postal code

                    - email address on account

                    - most commonly called numbers

                    - alternate number listed on the account

                    - last payment date and amount

                    - last 4 digits of the credit card

          -Detailed explanation

Community Moderators are available from Monday-Friday 9am(Eastern) to 9pm(Eastern) and Saturday, and Sunday from 9am(Eastern) to 7:30pm(Eastern)

More info on moderators