Payment and account access issues

[robsomm]

My credit card was cancelled due to fraud.  My new card won't be activated for at least 10 days.  This happened just as my pre-auth payment was to be taken from my card. 

I tried to log into my account, but my email address and password is not being recognized and there seems to be no way of accessing my account to either put in new card information or get help with this issue.

I'd really like to be able to use my phone but Public Mobile seems to be making it impossible.  Help?

[robsomm]

No chargeback, according to bank.  Card was cancelled before PM tried to take my payment.

[dust2dust]

The problem is if the bank charged back your previous payment. You would then therefor have had nearly 30 days of free service. This place doesn't like that. So...services?...611?

Adding - pronouns

[robsomm]

The card was locked before the PM payment would have come out, so hopefully they weren't listed as the fraud.  You might be correct tho, since they no longer have any of my emails on file.  Very frustrating.

[robsomm]

I've sent the CS agent a message.  We'll see what happens.

[hTideGnow]

Hi @robsomm do you have PM service now on your phone??

If your credit card reversed the PM charge thinking it was part of the fraud,  your PM account would have been suspended immediately because of that.  Open ticket with CS Agent first

[dust2dust]

It's been asked...are your services working? What recording do you get when you dial 611?

If the fraud action made the bank do chargebacks then they might have charged back your last charge for here. Companies don't like that. You would need to contact support and buy vouchers to get services working again.

[robsomm]

No, that didn't work.  Basically it seems like they no longer have any of my email accounts registered anymore.

[dabr]

@robsomm   If you need to make a payment urgently, then purchase a voucher from SDM, London Drugs, 7/11 or Shell and add funds by dialing 611 on your phone.

If you need to reset password or email, then submit a ticket via chatbot here:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If unable to submit a ticket, you can send a private message to CS_Agent here:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[hTideGnow]

Hi @robsomm is your service working now?  I hope the credit card didnt reverse the PM charge when they deal with your fraud issue, it would screw up your PM account

Open ticket with PM CS agent to reset the login

at : https://publicmobile.ca/chatbot. then  type: "Forgot log in information", then follow the prompt

if you cannot get through chatbot to open ticket, message them here instead:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Meow]

You can pay your bill with voucher calling 611.

As for getting into your account, contact agent to reset your access.

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

[will13am]

@robsomm , are you not able to reset the password?  Try using incognito mode.