Payments

[Ru_17]

Hi out there

I recently took out two plans while travelling

One was for international minutes and the other was a US Plan.

The US plan worked for a couple calls and then everything dropped and the international calls did not work at all.

Is there an avenue to get reimbursed or at the very least get a credit applied to my account

I'm out about 50.00$

Harv

[hTideGnow]

hi @Ru_17 

do you have a Canada-US plan ?  If so, you can make and receive calls.  

But what phone do you have ? because there is no 3G network in US and our phones need to be on  PM's VoLTE whitelist for calls to work, it can be tricky if you don't have the proper phone 

and you used mobile data wile you are in US.?  I am not sure how much PM agent can help in terms or reimbursement, but you can check with them 

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage    

[Phil_Adelphus]

@Ru_17   The international minutes are for calling from Canada (I'm presuming an add-on?).  Were you trying to use them from the US?  For the US roaming problem, did data and texting work?  If so, most likely you don't have a VoLTE phone which is a requirement for the US since they shut down their 3G networks in 2022.  What phone do you  have?  To open a ticket with customer service use the chatbot icon bottom right of this page