Paid for a three month plan that doesn't work and getting no help at all

[jonathanchan003]

I paid for a three-month plan, $100+, and the plan is not activated.  I emailed the mods but is not getting any response.  Very frustrated as it is a huge amount of money that I won't even know whether I will get back.

[NewMember]

Thanks for the quick response @Shazia_K. I've just replied to your private message.

[Shazia_K]

Hey @NewMember, 

Yes, that SIM card ending by 0922 is perfectly active and everything should be working with that SIM card. 

[NewMember]

Hi @Shazia_K, the account you looked into isn't the one that's having the issues. Please see my last private message. Thanks!

[Shazia_K]

Hello @NewMember, 

I'm sorry for the delay in responding back to you as you might already know we are currently receiving a higher volume of requests than our usual.

I did receive a private message from you with your SIM card # and I was able to locate your account, after taking a look, I see that everything is well set up, you also have the promo plan activated. 

At this point, I would suggest you try the following: 

- Trying your SIM card in another unlocked phone

This would confirm if you have a defective SIM card and if you do, I would gladly send you a new one for free and would also restart your plan to the day we get the service functional. 

Let me know how it goes. 

Thanks,

Shazia

[NewMember]

@Shazia_K I private messaged you and another mod regarding the same issue but I have not heard back yet. I've had a non functioning SIM (brand new), with a Public Mobile account that didn't get created properly due to glitches on the registration page however I was just looking at my credit card statement and was charged $135 over a month ago when I tried to activate my SIM at that time. I have two other family members who use public mobile and like the service. I've tried to be as patient as I can waiting for a response but now I'm getting concerned due to the lack of responses and seeing that I've been charged for services that I can't use. My last resort will be to contact the CRTC and I really hope I don't have to do that. I hope I can get this resolved soon.

[sosamosa]

@srlawren to the rescue. Don't think mods would ever help this poor soul if you didn't notify them.

[srlawren]

@Shazia_K awesome, as always!

[Rockdaddy22]

Please include ALL info when contacting mods. It'll save yourself a lot of hassle.

[Shazia_K · Accepted solution]

Hey @jonathanchan003, 

I'm sorry for the delay in responding back to you as you might already know we are currently receiving a higher volume of requests than our usual.

I see that you have sent us a few messages but none of them include any account related info such as phone number, account number etc. 

Can you please reply to my PM so we can have you up and running today? 🙂 

Thanks @srlawren 😄 

Shazia

[srlawren]

@Shazia_K are you able to assist @jonathanchan003 with this account suspension?  It's been some time and it has not yet been resolved.  Please and thank you very much.

[jonathanchan003]

Yea I messaged the mods a week ago and still haven't gotten any response.  Had already paid and had no service for a week now 

[Mana]

Hi,

i think I have read a similar issue in another post. It sounds like a weird system glitch. 

Please contact a mod to have your issue resolved. 

Thanks

[jonathanchan003]

Says account is suspended.  Balance is 0.  However, on my transaction history, it showed that I paid an amount of money and my bank account has been charged.  

[stonechucker]

@jonathanchan003, are you able to access self serve (My Account)?

does it say anything about account status, balance or cost owing?

[NDesai]

You will need to wait for a mod to check your account and see what's wrong. Hopefully, one of the mod is online tomorrow and help you with this. 

[jonathanchan003]

No, I am a returning customer.  I was pleased with service and that is why I am renewing my plan.  

[NDesai]

Did you get an email form Public Mobile after activating? Do you get signal when you put the sim in your phone?